Customer-driven QOS in hybrid communication system

ABSTRACT

According to a broad aspect of a preferred embodiment of the invention, a Customer Quality of Service Management system is provided. First, a hybrid network event is received which may include customer inquiries, required reports, completion notification, quality of service terms, service level agreement terms, service problem data, quality data, network performance data, and/or network configuration data. Next, the system determines customer reports to be generated and generates the customer reports accordingly based on the event received.

FIELD OF THE INVENTION

The present invention relates to hybrid communication networks and moreparticularly to customer quality of service management in an hybridcommunication system architecture.

BACKGROUND OF INVENTION

The current telecommunication service providers' networks reflect thearchitecture of the PSTN network as it has evolved over the last 100years. This is largely based on circuit switched technologies.Initially, all telecommunication services were offered via a wiredinfrastructure. As the user-base increased and requirements changed overthe last few decades, new types of services were created e.g. wirelessPSTN, cable video, multi-service (PSTN, video, satellite). The networksthat supported these services were created as parallel networks,along-side the existing PSTN network. As technologies matured, there wassome convergence (e.g. they shared the same SONET backbone) in thenetwork architecture. During the late 1980s, with the explosion of datanetworking and Internet, data networking networks like frame relay andATM were developed, and later large internet based data networks wereconstructed in parallel with the existing PSTN infrastructure. Thesedata networks again shared the PSTN infrastructure only at the SONETbackbone layer. This state of current networks is called the existing“Core”. Thus the “Core” network is a set of parallel networks; PSTN,wireless, satellite, cable, ATM, frame relay, IP. There is someinteroperability between the services on these parallel network (e.g.PSTN, and wireless), but generally these networks are verticallyintegrated to provide distinct set of non-interoperable services.

SUMMARY OF INVENTION

According to a broad aspect of a preferred embodiment of the invention,a Customer Quality of Service Management system is provided. First, ahybrid network event is received which may include customer inquiries,required reports, completion notification, quality of service terms,service level agreement terms, service problem data, quality data,network performance data, and/or network configuration data. Next, thesystem determines customer reports to be generated and generates thecustomer reports accordingly based on the event received.

DESCRIPTION OF THE DRAWINGS

The foregoing and other objects, aspects and advantages are betterunderstood from the following detailed description of a preferredembodiment of the invention with reference to the drawings, in which:

FIG. 1A is a block diagram of an exemplary telecommunications system inaccordance with a preferred embodiment;

FIG. 1B shows a block diagram of the Network Data Management inaccordance with a preferred embodiment;

FIG. 1B-1 is a flowchart illustrating a Network Data Management processin accordance with a preferred embodiment;

FIG. 1C shows a block diagram of the Customer Interface ManagementProcess in accordance with a preferred embodiment;

FIG. 1C-1 is a flowchart illustrating a Customer Interface ManagementProcess in accordance with a preferred embodiment;

FIG. 1D shows a block diagram of the Customer Quality of ServiceManagement Process in accordance with a preferred embodiment;

FIG. 1D-1 is a flowchart illustrating a Customer Quality of ServiceManagement Process in accordance with a preferred embodiment;

FIG. 1E shows a block diagram of the Service Quality Management inaccordance with a preferred embodiment;

FIG. 1E-1 is a flowchart illustrating a Service Quality ManagementProcess in accordance with a preferred embodiment;

FIG. 1F shows a block diagram of the Problem Handling Process inaccordance with a preferred embodiment;

FIG. 1F-1 is a flowchart illustrating a Problem Handling ManagementProcess in accordance with a preferred embodiment;

FIG. 1G shows a block diagram of the Rating and Discounting Process inaccordance with a preferred embodiment;

FIG. 1G-1 is a flowchart illustrating Rating and Discounting Process inaccordance with a preferred embodiment;

FIG. 1H shows a block diagram of the Invoice and Collections Process inaccordance with a preferred embodiment;

FIG. 1H-1 is a flowchart illustrating an Invoice and Collections Processin accordance with a preferred embodiment;

FIG. 2A is a flowchart showing illustrating media communication over ahybrid network in accordance with a preferred embodiment;

FIG. 2B is a block diagram of an exemplary computer system in accordancewith a preferred embodiment;

FIG. 3 illustrates the CDR and PNR call record formats in accordancewith a preferred embodiment;

FIGS. 4(A) and 4(B) collectively illustrate the ECDR and EPNR callrecord formats in accordance with a preferred embodiment;

FIG. 5 illustrates the OSR and POSR call record formats in accordancewith a preferred embodiment;

FIGS. 6(A) and 6(B) collectively illustrate the EOSR and EPOSR callrecord formats in accordance with a preferred embodiment;

FIG. 7 illustrates the SER call record format in accordance with apreferred embodiment;

FIGS. 8(A) and 8(B) are control flow diagrams illustrating theconditions under which a switch uses the expanded record format inaccordance with a preferred embodiment;

FIG. 9 is a control flow diagram illustrating the Change Time command inaccordance with a preferred embodiment;

FIG. 10 is a control flow diagram illustrating the Change DaylightSavings Time command in accordance with a preferred embodiment;

FIG. 11 is a control flow diagram illustrating the Network CallIdentifier (NCID) switch call processing in accordance with a preferredembodiment;

FIG. 12 is a control flow diagram illustrating the processing of areceived Network Call Identifier in accordance with a preferredembodiment;

FIG. 13(A) is a control flow diagram illustrating the generation of aNetwork Call Identifier in accordance with a preferred embodiment;

FIG. 13(B) is a control flow diagram illustrating the addition of aNetwork Call Identifier to a call record in accordance with a preferredembodiment; and

FIG. 14 is a control flow diagram illustrating the transport of a callin accordance with a preferred embodiment;

FIG. 15A is a flowchart showing a Fault Management Process in accordancewith a preferred embodiment of the present invention;

FIG. 15B is a block diagram showing a Fault Management component inaccordance with a preferred embodiment of the present invention;

FIG. 16A is a flowchart showing a Proactive Threshold Management Processin accordance with a preferred embodiment of the present invention;

FIG. 16B is a flowchart showing a Network Sensing Process in accordancewith one embodiment of the present invention;

FIG. 17 is a flowchart showing an Element Management Process inaccordance with a preferred embodiment of the present invention;

FIG. 18 is a flowchart showing a three tiered customer support processin accordance with a preferred embodiment of the present invention;

FIG. 19 is a flowchart showing an integrated IP telephony process inaccordance with a preferred embodiment of the present invention; and

FIG. 20 is a flowchart showing a Data Mining Process in accordance witha preferred embodiment of the present invention.

DETAILED DESCRIPTION

The following table is used to clarify terms used in the detaileddescription of the invention.

AAA Authentication, Authorization, Addressing ADSL Asymmetric DigitalSubscriber Line AIN Advanced Intelligent Networks AMA Automatic MessageAccounting ATM Asynchronous Transfer Mode BIM Business IntegrationMethodology BSS Business Support System CDR Call Detail Record DTMFDual-Tone Multi-Frequency GSM Global System for Mobile Communications INIntelligent Network IP Internet Protocol JPEP Joint Picture Expert GroupLMDS Local Multi-Point Distribution Service MPEG Moving Picture ExpertGroup NGN Next Generation Network OSS Operational Support Systems PCMPulse Code Modulation PSTN Public Switched Telephone Network QoS Qualityof Service RAS Remote Access Server SCE Service Creation Environment SCPService Control Point SMDS Switched Multi Megabit Data Service SSPService Switching Point SONET Synchronous Optical Network STP ServiceTransfer Point TCP Transmission Control Protocol xDSL Generic name forDigital Subscriber Line (D)WDM (Dense) Wave Division Multiplexing

Data networks today rely heavily on shared medium, packet-based LANtechnologies for both access and backbone connections. The use of packetswitching systems, such as bridges and routers, to connect these LANsinto global internets is now widespread. An internet router must becapable of processing packets based on many different protocols,including IP, IPX, DECNET, AppleTALK, OSI, SNA and others. Thecomplexities of building networks capable of switching packets aroundthe world using these different protocols is challenging to both vendorsand users.

Standards-based LAN systems work reasonably well at transfer rates up toabout 100 Mbps. At transfer rates above 100 Mbps, providing theprocessing power required by a packet switch interconnecting a group ofnetworks becomes economically s unrealistic for the performance levelsdesired. This inability to economically “scale up” performance isbeginning to cause restrictions in some user's planned networkexpansions. Also, today's data networks do not provide network managerswith enough control over bandwidth allocation and user access.

Tomorrow's networks are expected to support “multimedia” applicationswith their much greater bandwidth and real-time delivery requirements.The next generation networks should also have the ability to dynamicallyreconfigure the network so that it can guarantee a predetermined amountof bandwidth for the requested quality of service (QOS). This includesproviding access, performance, fault tolerance and security between anyspecified set of end systems as directed by the network's manager. Theconcept is to provide network managers with complete “command andcontrol” over the entire network's infrastructure—not just tell themwhen a failure has occurred.

A new set of technologies known as asynchronous transfer mode (ATM) mayprovide the best:, long-term solution for implementing the requirementsof both private and public internets. ATM promises to provide a moreeconomical and scalable set of technologies for implementing theultra-high-performance information networks that will be required toprovide the quality of service users will demand. Thus, over the next 20years, the network infrastructure may change from packet-based standardsto one based on ATM cell switching. While changes in the accompanyingnetwork will be dramatic, it would be desirable for users making thetransition to be able to retain their most recent equipment investment.

Another expected change in tomorrow's networks is a change in data flow.Data flow in today's network typically follows the client-servercomputing model. This is where many clients are all transferring datainto and out of one or more network servers. Clients do not normallytalk to each other; they share data by using the server. While this typeof data exchange will continue, much more of the information flow intomorrow's networks will be peer-to-peer. Since the ultimate goal is atruly distributed computing environment where all systems act as boththe client and server, more of the data flow will follow a peer-to-peermodel. The network will be required to provide more direct access to allpeers wishing to use high-performance backbone internets connecting, forexample, the desktop computers.

The bulk of information transported in the future will be of digitalorigin. This digital information will require a great deal morebandwidth than today's separate voice, fax, and SNA networks whichoperate with acceptable performance using voice grade telephone lines.Voice will shrink as a percentage of total traffic, while other forms ofinformation including image and video will greatly increase. Even whencompressing is available, the bandwidth requirements for both inside andoutside building networks will need to be greatly expanded.

Text files and images can be sent over existing packet-based networksbecause the delivery of this information is not time critical. The newtraffic (voice and video) is delivery time sensitive—variable orexcessive latency will degrade the quality of service and can renderthis information worthless.

The usefulness of packet switching networks for the transmission ofdigital information, particularly burst type information, has long beenrecognized. Such networks are generally point-to-point in nature in thata packet from a single source is directed to a single destination by anaddress attached to the packet. The network responds to the packetaddress by connecting the packet to the appropriate destination.

Packet switching networks are also used which combine burst type datawith the more continuous types of information such as voice, highquality audio, and motion video. Commercialization of voice, video andaudio transmission makes it desirable to be able to connect packets tomultiple destinations, called packet broadcasting. For example, abroadcast video service such as pay-per-view television involves asingle source of video packets, each of which is directed to multiplevideo receivers. Similarly, conferencing capabilities for voicecommunication also require single source to multiple destinationtransmission.

One prior packet broadcast arrangement comprises a network consisting ofa packet duplication arrangement followed by a packet routingarrangement. As a broadcast packet enters this network, packet copiesare made in the packet duplicating arrangement until as many copiesexist as there are destinations for the packet. A translation table lookup is then performed at the duplication arrangement outputs for each ofthe packet copies to provide a different, single destination address foreach copy. All of the packet copies with their new packet addresses arethen applied to the packet routing arrangement, which connects them tothe appropriate network output ports.

In packet switching networks, packets in the form of units of data aretransmitted from a source—such as a user terminal, computer, applicationprogram within a computer, or other data handling or data communicationdevice—to a destination, which may be simply another data handling ordata communication device of the same character. The devices themselvestypically are referred to as users, in the context of the network.Blocks or frames of data are transmitted over a link along a pathbetween nodes of the network. Each block consists of a packet togetherwith control information in the form of a header and a trailer which areadded to the packet as it exits the respective node. The headertypically contains, in addition to the destination address field, anumber of subfields such as operation code, source address, sequencenumber, and length code. The trailer is typically a technique forgenerating redundancy checks, such as a cyclic redundancy code fordetecting errors. At the other end of the link, the receiving nodestrips off the control information, performs the requiredsynchronization and error detection, and reinserts the controlinformation onto the departing packet.

Packet switching arose, in part, to fulfill the need for low cost datacommunications in networks developed to allow access to host computers.Special purpose computers designated as communication processors havebeen developed to offload the communication handling tasks which wereformerly required of the host. The communication processor is adapted tointerface with the host and to route packets along the network;consequently, such a processor is often simply called a packet switch.Data concentrators have also been developed to interface with hosts andto route packets along the-network. In essence, data concentrators serveto switch a number of lightly used links onto a smaller number of moreheavily used links. They are often used in conjunction with, and aheadof, the packet switch.

In virtual circuit (VC) or connection-oriented transmission,packet-switched data transmission is accomplished via predeterminedend-to-end paths through the network, in which user packets associatedwith a great number of users share link and switch facilities as thepackets travel over the network. The packets may require storage atnodes between transmission links of the network until they may beforwarded along the respective outgoing link for the overall path. Inconnectionless transmission, another mode of packet-switched datatransmission, no initial connection is required for a data path throughthe network. In this mode, individual datagrams carrying a destinationaddress are routed through the network from source to destination viaintermediate nodes, and do not necessarily arrive in the order in whichthey were transmitted.

The widely-used Telenet public packet switching network routes datausing a two-level hierarchy. The hierarchy comprises a longdistance-spanning backbone network with a multiplicity of nodes or hubs,each of which utilizes a cluster of backbone switches; and smallergeographic area networks with backbone trunks, access lines andclustered lower level switches connected to each hub. Packet-switcheddata is transmitted through the network via VCs, using CCITT(International Telegraph and Telephone Consultative Committee of theInternational Telecommunications Union) X.75 protocol, which is acompatible enhancement of X.25 protocol.

For a communication session to proceed between the parties to aconnection, it is essential that data be presented in a form that can berecognized and manipulated. The sequence of required tasks at each end,such as the format of the data delivered to a party, the rate ofdelivery of the data, and resequencing of packets received out of order,is generally handled in an organized manner using layered communicationarchitectures. Such architectures address the two portions of thecommunications problem, one being that the delivery of data by an enduser to the communication network should be such that the data arrivingat the destination is correct and timely, and the other being that thedelivered data must be recognizable and in proper form for use. Thesetwo portions are handled by protocols, or standard conventions forcommunication intelligently, the first by network protocols and thesecond by higher level protocols. Each of these protocols has a seriesof layers. Examples of layered architectures include the Systems NetworkArchitecture (SNA) developed by IBM, and the subsequently developed OpenSystems Interconnection (OSI) reference model. The latter has sevenlayers, three of which are network services oriented including physical,data link, and network layers, and the other four providing services tothe end user by means of transport, session, presentation, andapplication layers, from lowest to highest layer.

X.25 is an interface organized as a three-layered architecture forconnecting data terminals, computers, and other user systems or devices,generally refereed to as data terminal equipment (DTE), to apacket-switched network through data circuit terminating equipment (DCE)utilized to control the DTE's access to the network. The three layers ofthe X.25 interface architecture are the physical level, the frame leveland the packet level. Although data communication between DCEs of thenetwork is routinely handled by the network operator typically usingtechniques other than X.25, communication between the individual usersystem and the respective DCE with which it interfaces to the network isgoverned by the X.25 or similar protocol. In essence, X.25 establishesprocedures for congestion control among users, as well as call setup (orconnect) and call clearing (or disconnect) for individual users,handling of errors, and various other packet transmission serviceswithin the DTE-DCE interface.

X.25 is employed for virtual circuit (VC) connections, including thecall setup, data transfer, and call clearing phases. Call setup betweenDTEs connected to the network is established by one DTE issuing an X.25call-request packet to the related DCE, the packet containing thechannel number for the logical connections, the calling and called DTEaddresses, parameters specifying the call characteristics, and the data.The destination DCE issues an incoming call packet, which is of the samegeneral format as the call-request packet, to the destination DTE, thelatter replying with a call-accepted packet. In response, the callingDCE issues a call-connected packet to its related DTE. At that point thecall is established and the data transfer phase may begin by delivery ofdata packets. When the call is compared, i.e., the session is to end, acall-clearing procedure is initiated.

Prospective routing paths in the network are initially determined by anetwork control center, which then transmits these predetermined pathsto the backbone switches as routing tables consisting of primary andsecondary choices of available links from each hub. The secondarychoices are viable only in the event of primary link failures, and thespecific secondary link selection is a local decision at the respectivehub based principally on current or recent traffic congestion patterns.The unavailability of an outgoing link from a hub at the time of thecall setup effects a clearing back of the VC for the sought call to thepreceding hub. An alternative link is then selected by that hub, or, ifnone is available there, the VC circuit is again cleared back to thenext preceding hub, and so forth, until an available path is uncoveredfrom the routing tables. Messages concerning link and/or hub failuresare communicated immediately to the network control center, and thatinformation is dispatched to the rest of the network by the center.

In typical present-day concentrators and packet switches, the dataprocessing devices reside in a plurality of cards or boards containingprinted circuits or integrated circuits for performing the variousfunctions of the respective device in combination with the systemsoftware. Typically, the cards are inserted into designated slots incages within a console, with backplane access to a data bus forcommunication with one another or to other devices in the network. TheVME bus is presently the most popular 16/32-bit backplane bus.References from time to time herein to cards or boards will beunderstood to mean the various devices embodied in such cards or boards.Many public data networks (PDNs) offer little or no security forcommunications between users and hosts or other data processing deviceswithin the network, in keeping with the “public purpose” of the networkand the desire for accessibility by a large number of actual andprospective users. Where restrictions on access are necessary ordesirable, it is customary to assign each authorized user anidentification (ID) number or a password, or both, which must be used togain access to the host. More elaborate security measures are necessarywhere access may be had to highly confidential data.

Some data communication networks involve a variety of differentcustomers each of whom makes available a host and one or more databasesto its users, and may place a level of security on its database whichdiffers from the level placed by other customers on their respectivehosts and databases. In those instances, it is customary to make thehost responsible for security and access to itself and its associateddatabase. Thus, a user might have access to certain destinations in thenetwork without restriction, but no access to other destinations.

Market Drivers

According to Yankee Group Research, network management costs continue toincrease, with network managers spending an average of 45 percent oftheir budget on ongoing network management, 20 percent on equipment, and35 percent on network transport services. It is a constant battle toreduce these costs yet somehow improve overall service to theircustomers. Reducing overall network management costs can be verydifficult in today's business environment. Networks continue to becomemore complex, with more and more demands being placed on the networkmanagers and planners. For example, the exponential growth of remoteaccess has made their jobs more difficult, as the requirement toestablish and manage connections for remote offices and telecommuters isoften required without additional personnel or budget resources.Unfortunately, network managers and planners spend so much time in“firefighting” mode, trying to support their complex networks, that verylittle time is actually spent planning for network growth andenhancements. Combined with this is the fact that it is becomingdifficult to keep highly skilled employees given the demand for certainskills in the marketplace, and the premiums that will be paid for thoseskills. So, what is a network manager to do? More and more, they arelooking outside for help.

The market for customer network management services is generallyreferred to as Managed Networked Services (MNS). Yankee Group estimatesthis market will estimated to grow from $3 B to 9 B within the nextthree years. MNS became the focus of service providers in 1995 as theysaw revenues for frame relay network services double for two years in arow. What began as a way to boost the popularity of frame relay servicesby offering to lease and manage routers has blossomed into a diverse setof services that are now closer to those associated with outsourcing.Yankee Group research shows that 37 percent of Fortune 1000 managers arealready outsourcing or plan to outsource their ongoing networkoperations management. In addition, it is the communications providerthat is thought of as the most likely provider for one-stop shoppingservices.

The present invention's overall approach to implementing the NM/MNSmarket offering is two fold. The current opportunity that presentsitself is MNS. While this market opportunity for clients is large, theyneed assistance in understanding data network management—for years theyhave been solely focused on voice. Additionally, they need to move intothis market quickly in order to maintain and grow revenue. To this end,the present invention includes a set of assets consisting primarily ofjob aids and software that can greatly reduce our clients lead time forservice implementation.

Secondly, the present invention assists service providers by providingthem the tools to better manage their carrier data networks—the packetswitched networks of the future. The present invention significantlyenhances and scales MNS assets to address carrier network management ina data networking world. This solution template enables the convergenceof circuit and packet switching network control centers and workforces.

The present invention's market offering suggests companies take agraduated approach to delivering MNS. One end of the continuum consistsof MNS for current network services, including leased lines, framerelay, and X.25. On the far end is outsourced MNS characterized bylong-term contracts, involving hundreds of millions of dollars. TheNM/MNS market offering is proposing our clients go beyond the managementof the router and the WAN, and into the world of the local area network(LAN), even as far as the desktop and business applications. Serviceproviders have been intimidated by these propositions in the past, sincemanagement of the LAN and its equipment and applications has clearly notbeen their forté.

It is hard to describe a typical MNS engagement because this is such anew. There are three “entry points” in which the present invention canbecome involved in helping our companies to move into the MNS market:

Business Strategy

Companies may look to the present invention for assistance in creating abusiness strategy for entering the MNS market. Typically, this type ofengagement will defines a company's target market for MNS (small,mid-market, large) and defines the service offerings that are bestsuited for the company to offer. These engagements will be followed byanalysis, design and implementation projects.

Requirements Analysis

Companies may already have developed a concrete business strategy thatdefines which services they will offer within markets. In this case, thepresent invention's work will begin by helping define the company'snetwork environment requirements. This work will be followed by designand implementation projects.

Design and Implementation

Companies may be ready to move to the design and implementation phasesof creating an MNS capability. Generally, the present invention willconfirm that their network meets the requirements to provide theservice, then assist the client in the designing and implementing anappropriate solution suite.

In an effort to clearly communicate exactly how we define NM/MNS we havecreated an online catalog of services. The present invention's solutionis a continuous cycle that begins with the four major processesassociated with NM/MNS. These processes drive the technology and thepeople components of the solution. Within each of these processes are anumber of core functions and sub-functions. The MNS Online Catalogcontains all of this information, including the supporting process,technology and organizational solutions for each function.

Our solution is called the Managed Networked Services IntegratedSolution (MNSIS) and has been developed using an approach whichintegrates Process, Technology, and People considerations.

Process

At the highest level, there are four major processes that must beperformed to manage any network:

Service Planning

Managing Change

Operations Management

Service Management

Each process should be performed in order to provide a complete NM/MNSsolution. As mentioned above, each process has a number of associatedfunctions and sub-functions that provide the complete picture of theprocess. The major functions associated with each process are asfollows.

Technology

The main goal of the technology solution is to provide access to networkinformation to make informed decisions. The present invention includesthree layers of management: element management, information servicesmanagement and presentation management. Every action starts with anincident. Processing is tailored to handling the incident withtechnology that responds to the unique characteristics of each incident.

Element Manager

The element manager communicates with the network elements to receivealarms and alerts through trapping and polling techniques. The elementmanager is the layer where the primary data reduction functions reside.At this layer, events received at the element manager will be filtered,aggregated and correlated to further isolate problems within thenetwork. Information that is deemed critical to monitor and manage thenetwork is translated into a standard object format and forwarded to theInformation Services Manager. An element manager can be, but is notnecessarily, software which adheres to open standards such as the SimpleNetwork Management Protocol (SNMP) and the Object Management Group's(OMG) Common Object Request Broker Architecture (CORBA).

Information Services Manager

The information services manager provides the data management and datacommunications between element managers and presentation managers. Allinformation forwarded from the element managers is utilized by theinformation services manager to provide information to the networkoperators. The information services manager adheres to CORBA standardsto provide ubiquitous information access via an Object Request Broker(ORB). The ORB allows the information services manager to sharemanagement information stored in distributed databases.

The information services manager stores critical management informationinto operational (real-time) and analytical (historical) distributeddatabases. These databases provide common data storage so that newproducts can be easily inserted into the management environment. Forexample, if an event is received at an element manager that is deemedcritical to display to a network user, the information services managerwill store a copy of the alarm in the operational database and thenforward the alarm to the appropriate network operator.

Media and textual databases are also provided by the informationservices manager. The databases includes online manuals foradministrative purposes, as well as for the maintenance specialists toaccess element specific information. The databases also provideprocedures, policies and computer based training to network users.

The information services manager provides requested information(real-time and historical) to the network users via the presentationmanager.

Presentation Manager

The presentation manager performs the function its name implies: thepresentation of the information to an end user. Because differentlocations and job functions require access to different types ofinformation, there are at least two types of display methods. The firstis for graphic intensive presentations and the second is for nomadicuse, such as field technicians. The first environment requires a graphicintensive display, such as those provided by X-Windows/MOTIF. The secondenvironment is potentially bandwidth poor where dial-up or wirelessaccess may be used along with more traditional LAN access. This is alsowhere browser technology is employed.

People

The people vision for the NM/MNS include an organization model forcustomer service support, the corresponding roles and responsibilitiesfor this organization model and a conceptual design for workforcetransformation to packet switching.

Customer Service Support

Customer service support provides a single point of contact that iscustomer focused. This single point of contact provides technicalexpertise in resolving customer incidents, troubles and requests.Generally a three tiered support structure is optimal for satisfyingcustomer service needs. Each tier, or level, possesses an increasinglevel of skill, with tasks and responsibilities distributed accordingly.Such a structure is as follows:

Tier 1—typically has a broad set of technical skills and is the firstlevel of support to the customer. Typically this group is responsiblefor resolving 60-70 percent of the opened problems.

Tier 2—are technical experts and field support personnel who mayspecialize in specific areas. Typically this group is responsible forresolving 30-40 percent of the opened problems.

Tier 3—are considered solution experts and often consist of hardwarevendors, software vendors or custom application development/maintenanceteams (in-depth skills needed to investigate and resolve difficultproblems within their area of expertise). They are the last resort forsolving the most difficult problems. Typically this group is responsiblefor resolving 5 percent or fewer of the opened problems.

The above model is generally referred to as the Skilled Model becausepersonnel at all three tiers are highly skilled. This model generallycreates a high percentage of calls resolved on the first call. Otherapproaches include:

Functional Model

In this model, users are requested to contact different areas (via VRU)depending on the nature of the incident. Calls are routed to thecustomer support representative best able to handle the call. This modelcan easily be coupled with the Skilled Model, and has been at previousclient engagements.

Bypass Model

In this model, Tier 1 only logs calls, they do not resolve calls. Oneadvantage of this model is that skilled resources don't have to wastetime logging calls.

Software and Assets

Managed Networked Services Integrated Solution—The integrated networkmanagement solution template consists of a suite of best of breed thirdparty software products that automate problem diagnosis, notification,custom-developed reporting, and IP services monitoring. This solutiontemplate is a great first step in realizing our technology solutionvision.

Web-Based SLA Reporting Tool—is a browser based tool that provides thepersonalized SLA reports to customers in both a template and ad-hocformat.

Data Mining Demonstration—Provides the capability to analyze networkmanagement data looking for patterns and correlations across multipledimensions. Build models of the behavior of the data in order to predictfuture growth or problems and facilitate managing the network in aproactive, yet cost-effective manner.

Customer to Event Mapping Module—Add-on module to the Managed NetworkedServices Integrated Solution which maps network element events, toservice offerings, to customers. This tool allows the Customer ServiceRepresentative to proactively address network outages with customers.

Process Definitions and Functions

Service Planning

Service Planning includes both the strategic and tactical planningrequired to manage distributed environments effectively. Although mostplanning typically occurs during rollout of the system, certain planningactivities must otherwise take place. Service Planning ensures thatchange can be successfully controlled and implemented.

Service Management Planning

Operations Management Planning

Managing Change Planning

Strategic Planning

Managing Change

Includes processes and procedures for handling necessary changes tosystems or the organization in a distributed environment.

Change Control

Testing

Implementing

Software Distribution

Operations Management

Systems Management consists of the day-to-day operational functionsrequired to maintain the system (e.g. fault detection/correction,security management and performance management).

Production Control

Monitoring and Control

Fault Management

Security Management

Service Management

Service Management controls the overall service to the users of thesystem. It isolates users from how the system is managed, and ensuresthat users receive the quality support services they need to carry outtheir daily business activities.

SLA/OLA Management

Help Desk

Quality Management

Billing and Accounting

The present invention includes a system, method, and article ofmanufacture for providing a hybrid circuit switched/packet switchednetwork. This hybrid network is used as a transitioning network totransition from old “Core” network architectures to “New Core” networks.In the present description, the details of the NGN transitioning networkwill first be set forth after which details relating to specific billingaspects of the present invention will be described.

PSTN, wireless, and cable networks have continued to grow at theirorganic rates determined by the growth of the vertical services theywere providing. In the beginning, the data networks used a small portionof the backbone SONET bandwidth, while PSTN was still the dominantbandwidth user. Due to the exponential growth in IP traffic, the IPbased data networks are soon slated to utilize more bandwidth than thePSTN. Also huge technical advances in packet technologies have made itpossible to carry traditional voice over IP networks. This has started amove towards the “Next Generation Network (NGN)” where there will bemore sharing of common network infrastructure to provide services, andthese services will start to become more interoperable. The main thrustof technologies in the “NGN” will be to provide interoperability betweenthe new packet based infrastructure and existing legacy infrastructures.Due to the large investments made in the legacy infrastructure, theywill continue to exist for some time, but most new innovations willoccur on the packet based infrastructure. Slowly, the parallel networksthat were created to serve distinct services will merge to use a commonpacket based backbone and only differ in how access is provided(wire-line, wireless, cable, satellite). The “NGN” is a transitionnetwork which will exist during the transformation from the current“Core” to the “New Core”.

As packet technologies continue to develop rapidly, it will be possibleto support what was once a distinct set of services (voice, video,wireless) on separate parallel networks, on one integrated packet basednetwork. There will still be separate access technologies (wireless,satellite, cable, wire-line) to access these services, but the accessnetworks will all use a common “New Core” network and its capabilities.The services will be interoperable across various access technologies,and users will freely use services that cross many access technologies,e.g. wireless to cable phone services, web browsing from wirelessdevices etc.

The present invention maps a course for the network evolution fromcircuit to packet switched technology using a migratory approach inwhich the network becomes a hybrid circuit and packet topology over a 3to 7 year period.

Next, the network architecture for the wire-line network as ittransforms from “Core” to “NGN” to “New Core” will be described.Followed by architecture for cable, wireless and satellite based accessnetworks.

The Wire-line Network Architecture

“Core” Network Architecture

The current wire-line “Core” network consists of parallel PSTN, SMDS,ATM, Frame-Relay, B/PRI and IP networks. The PSTN network has beenevolving over the last century and is a mix of old and new circuitswitched technologies. The PSTN network mainly provides point-to-pointinteractive two-way voice communication services. The service set hasevolved to include many intelligent network (IN) service features.During the late 1980s, Advanced Intelligent Networks (AIN) emerged asthe architecture to support new voice based services on the PSTNinfrastructure.

IN Requirements and Architecture in the Current “Core”

The major IN requirements include session establishment, advanced callprocessing, call routing and call treatment (network messages and calltermination). Examples of applications and features are the CLASS familyof services (Call waiting, Call forwarding, Conference calling, Callrejection), enhanced call routing, Number Portability, Calling CardServices, and Audio delivered Information Services (e.g. travel, stocksand weather).

These IN capabilities are enabled by devices such as SCP, STP, SSP andEIP in the AIN environment. These devices participate in the executionand completion of an IN service. In order to develop, test and launchnew IN service applications on the above mentioned components, serviceproviders deploy Service Creation Environment (SCE) platforms, whichprovide an environment to quickly create new IN services. These SCEplatforms are closely tied to the runtime environment and therefore withvery few exceptions become a major undertaking and a complexcoordination effort to launch a new or modified IN service in the “Core”network environment.

Data Networks in the “Core”

While the PSTN was growing in feature functionality as well as trafficdemand, new data networks have been created to support theinter-networking of computing devices. These data networks provideinterconnection to geographically dispersed computing devices at varyinglevels of transmission bandwidth (e.g. 56/64K, T-1/E-1, T-3/E-3,OC-3/STM-1). The data networks consist of many technologies e.g. SMDS,ATM, frame-relay and IP. In some cases, these data networks themselvesare parallel networks, in other cases, they share a common technology inthe backbone (e.g. ATM can be the backbone for frame relay and IP datanetworks). These data networks share the same SONET based backbone withthe PSTN network. The services on the PSTN and the data networks arevery distinct and non-interoperable (example: voice versus web access).

With the rapid explosion of the Internet, and innovation in packet basedtechnologies, the IP based data network has become the dominant networkin terms of user traffic, and its growth is slated to continueexponentially. This phenomenon has created a dilemma for trafficplanners and engineers of the Core network. They have seen traffic growon the access portions of their networks (PSTN) but have realized verylittle financial benefits from this usage because third party serviceproviders have been the termination point of these internet data users.The incumbents have began to devise intelligent network solutions forthis data traffic (example RAS with SS7 gateway) in order to solve twomajor challenges: 1) off loading data traffic from the voiceinfrastructure to alleviate the congestion issues that face traditionalvoice customers and 2) collecting revenues from the third party dataservices providers (ISP's) for access and routing callers to theirPoints Of Presence.

Due to the high growth in IP and other data services, many new serviceproviders have emerged that are building only IP based data networks,and provide only IP based data services. Their business strategy is tocontinue to ride the technological innovation of IP and packet basedtechnologies and build complete suites of services on a packet basedinfrastructure. Because they are investing in only one form of network(as opposed to many parallel networks), their unit cost of services islow, they are not encumbered by legacy networks and systems, and theycan provide cheaper and better services to customers; hence they pose asignificant threat to incumbent telecom service providers.

“Next Generation Network” Architecture

As packet based technologies continue to develop and provide theservices that were only available on other networks (e.g. PSTN, cable),and new (green field) service providers continue to exploit theiradvantage, it has become necessary for many incumbent service providersto transition their “Core” network to the “Next Generation Network”,where they can share the rapid technical advantages of packettechnologies, and improve their cost structure, and at the same timeoffer new services on the “Next Generation Network”.

New IP Based Services in the “NGN”

While there are components in the NGN that ensure interoperabilitybetween “NGN” and PSTN, there are also a huge new set of new servicesthat are built entirely on the NGN components which is provide featurerich multimedia (voice, video, data) based communication services aswell as enabling many E-Commerce services enabled by IP technologies.These components (described later in detail) include directories,policies, user authentication, registration, and encryption. Thesecomponents enable services like integrated messaging, multimediaconversations, on-demand multi-point conference, enhanced security &authentication, various classes of media transport services, numerousautomations in electronic internet commerce activities e.g. banking,shopping, customer care, education, etc. As the NGN matures third partyvalue added service providers will develop IP based services that willcombine applications such as electronic commerce (procurement,warehousing, distribution and fulfillment) as well as online banking topresent the consumer with an integrated boundless shopping experience.

Growth of Bandwidth in the “NGN”

In addition to new service features, the NGN also employs the use of newwire-line broadband access technologies, notably xDSL. Traditionalwire-line access technologies will continue to be deployed at higher andhigher speeds; wire-line access will move from predominantly T-1 speedsto T-3 and OC-n speeds. These new broadband access technologies willincrease the need for higher bandwidth in “NGN” core. The “NGN” corecontinues to use a SONET backbone, but will gradually move to using(D)WDM technologies to provide the bandwidth required to supportbroadband access.

New and emerging technologies such as Giga-Bit Ethernet and Wire SpeedIP may find their way to the network backbone, but not until Giga-bitEthernet technology matures to handle a wide array of network servicessuch as connection oriented circuit emulation. The use of Wire Speed IPtechnology is suitable for an enterprise network but lacks therobustness and scalability needed for carrier grade backbones. For thisreason, there will always be a need for ATM in the backbone.

The architecture in the “NGN” provides seamless interoperability ofservices between the packet based network and the traditional PSTN. New“NGN” packet based capabilities will be developed to support AIN typefeatures, while inter-operating with legacy PSTN/SS7/AIN. Large scaleinnovation in the IP based IN type capabilities (e.g. global numbertransparency, utilization of web based information, rich mediacommunications) will create new services for IP enabled communicationdevices. Innovations on the PSTN will occur slowly, and may berestricted to maintaining interoperability of legacy PSTN with “NGN”. Inmany cases, legacy PSTN components (e.g. SSP, SCP) will continue toevolve so that they can use common IP based packet switchingtechnologies (e.g. IP, TCP, UDP), as opposed to using existing circuitswitched technologies (e.g. MTP).

IN Requirements and Architecture in the Next Generation Network (NGN)

Given the huge revenues and global nature of PSTN services, as well astheir use of SS7 and AIN technologies, components that allowinteroperability between “NGN” and PSTN will need to be developed. Thesewill include IP/PSTN Gateways, IP/PSTN address translators, IP/SS7Gateways, IP enabled SSP's, and IP based Intelligent Peripherals. Inaddition to IN enablers, new components (as will be describe later) withfeatures like directories, policies, user authentication, registration,session encryption, etc. will also be developed to enhance the INcapabilities. The NGN-IN enablers will provide the next level ofintelligence in order to address communication over mixed media types,control of multiple session characteristics, collaborativecommunications needs, ubiquitous network access, “any to any”communications, and multimedia delivered information services. Note thatthese “NGN” components will continue to evolve to provide similar andenhanced capabilities in the “New Core”.

The following provides a description of new components in the “NGN” andthe “New Core” that provide enhanced IP based services. The IntelligentIP (I²P) Network enablers are categorized as follows:

Session Control (Bandwidth, Switching and Routing)

Media Control (Call Treatment such as media conversion)

Policy Management (Directory, Access control, Security)

Bandwidth Management (Transport and real time restoration)

The components for the “NGN” are described as individual functionalunits but may be combined for practicality on individual network devicesas the requirements dictate. These components have been designed tooperate in a distributed network environment to increase the flexibilityof the NGN and New Core. The architecture provides a robust, secure andisolated messaging infrastructure for delivering control planeinformation to these devices.

This infrastructure includes a well defined message set for accessingthe functions that are provided by these components and data thatresides in the rules database. The control plane architecture isefficient and has a unique mechanism for sharing service, user andcontrol data without duplication. This permits mobile NGN service usersto maintain the same experience and have access to the same informationregardless of where or how they access the network.

Example: Assuming a US based NGN service user was roaming in Europe andwanted to access the network but has the use of specific callinginformation stored in his profile database in the US, how would such achallenge be overcome without replicating the user's data onto everyrules database on the NGN to ensure that the user would not be deniedaccess to features and services which the user typically subscribed.Obviously, storing or replicating this data and then managingsynchronicity over a worldwide network would be process intensive,costly and cumbersome. This intelligent network architecture addressesthese issues efficiently with mechanisms that make remote data availablelocally for the duration of a session and then caches the information inshort term non-volatile memory not in the foreign rules database server.In other words although a user's profile may be physically stored in aRules database in the United States, the user may access the networkfrom Europe and be automatically granted access to the specific servicesand features that normally would be available during his US serviceexperience. The remote session controller in Europe would communicatewith the cross network location register and rules database server toidentify the subscriber's “home” rules database in order to collect thepolicies and profile of the subscriber for use in Europe; this is doneby using the inter device message sets (command and control) over thecontrol plane sub network. Unlike other mechanisms often employed, thismechanism does not replicate this information onto the local (European)rules database, making long term control data management predictable.The design is CORBA compliant and therefore can be interconnected withother standards based networks.

Rules Database Server

Determines Subscriber Profile

Session requirements such as Bandwidth, Quality Of Service, Class OfService

Routing preferences based on Priority, Cost, Termination Location

Media and Application requirements (Voice Telephone to Video Telephone,Multi-point, text to speech, Fax to E-mail etc.)

Content Separation (Example: Tells the intelligent peripheral andprotocol converter to separate the Audio stream from the data and videostream on an H.32x call; It may also instruct the protocol converter toprocess the stream so as to enable this audio stream to be fed to adestination which supports traditional analog voice hence the G.728/9content from the H.32x session would be converted first to AD/PCM andthen sent to a Class 5 circuit based switch and terminated on a circuitswitched SS7 network POTS line)

Access Device (Session Control)

Provides connectivity and session termination from customer premises tothe NGN

Acts as the hub for the various applications (Video, Voice, Fax, WebData, Unified Messaging)

Provides systems management and reporting functions

May provide application multiplexing (allowing simultaneous multiapplication access)

Intelligent Peripheral (Media Control)

Provides services such as DTMF parsing, Voice prompting, Messaging,Speech recognition, Text to Speech, Text to Fax, etc.

Protocol Conversion (Policy Management)

Receives session requirements from Rules database

Selects and executes required filters to enable activation, processingand tear-down of sessions

Interfaces with existing CORE network to process information acrossNGN/Extended CORE

Filters and Converts signals from SS7/ISDN to TCP/IP/H.323

Converts Signaling data from one format to another (example: G.728/9 toAD/PCM or Vocaltec to Vienna Systems, etc.)

Network Access Control Point (Session Control)

Similar to a switching node on an SS7 circuit switched network.

First or Last Access Point in the network

Provides actual call/session handling, routing and processing based oninstructions from the Rules Database server

Session Manager/Event Logger (Session Control)

This process or application is critical since it is the “glue” betweenthe end user application and the communications network. It isresponsible for collection and distribution of end-user sessionpreferences, application requirements, access device capability andaccounting policy information to the required “IN enabling” components.In summary its main functions are to:

Create the AMA/CDR and other usage records

Interfaces external 3^(rd) party Network Gateways.

Liase with Clearing Houses and Cross Network Location Registers

Feeds the Financial Infrastructure

Cross Network (Roaming) Location Register (Policy Management)

Similar to the Home location register in the wireless/cellular telephonyworld. This functional component provides the required policiesgoverning users who access third party networks and cross geographicalboundaries. It keeps in constant contact with other cross networklocation registers of the geographically dispersed but inter-connectednetworks, exchanging accounting, service feature profile and controldata for local and roaming subscribers.

“New Core” Network Architecture

Most of the attributes of the “New Core” will already be in place aspart of “NGN”. These include all intelligent components of the packetbased “NGN” described above. The emergence of “New Core” signals theretirement of legacy PSTN network infrastructure. The traditional PSTNmay never get removed from the public network, it may continue to beavailable as a universally accessible telecommunication service, highlysubsidized and regulated by government agencies (AMTRAK model). But forthe purposes for business and technical innovation, traditional PSTNnetwork will largely become irrelevant.

As the PSTN based access methods go away, entirely IP based accessmethods will emerge in the “New Core”, where all end devices connectedto the “New Core” are IP enabled. All existing methods of wire-linebased access (xDSL, T-1, T-3, fiber) will continue to provide access toIP based services over the “New Core”. New access technologies (e.g.power-line) will emerge, but will still use the same packet basedcapabilities in the “New Core”.

The trends observed in the “NGN” will continue with increased broadbandaccess. Other access methods (cable, satellite, wireless) will alsocomplete their transformation to the “New Core”. These will all becomeIP enabled access technologies that will use the “New Core” for completeset of services, thus really providing seamless services across manydifferent access technologies.

The Wireless Data Network Architecture

The current wireless “Core” network consists of wireless based accessand roaming capabilities that inter-operate with wire-line PSTN “Core”infrastructure to provide interoperable PSTN services. As the PSTNmigrates to “NGN” and “New Core”, the wireless PSTN accessinfrastructure will also migrate to connect to “NGN” and “New Core” toprovide wireless PSTN access services while utilizing new capabilitiesin the “NGN” and the “New Core”. There will also be innovations in thewireless end-devices such that they will become IP enabled, and willthus allow a broad range of innovations by allowing mobility to thewire-line IP based service capabilities (e.g. web browsing, e-mailetc.). These wireless access methods to the “New Core” will berestricted to lower speeds due to the legacy nature of this wirelessinfrastructure while new broadband wireless access may emerge to providea new set of IP enabled wireless devices that can provide broadbandservices over wireless/mobile devices. In Europe, significantimprovements in technologies such as GSM have provided insight into someNGN and New CORE capabilities such as 300 Kilobits of access bandwidthto deliver information to hand-held wireless devices. The potential ofsuch capabilities coupled with the traditional strengths of wirelesscommunications such as roaming and error handling enabled bydigitization, at this stage seems limitless when aggregated with theintelligence of the NGN and New CORE backbone.

LMDS is an emerging technology in the local high speed wire-less access,which utilizes the 25-35 GHz microwave spectrum for point to point andpoint to multi-point communications. The end users either share anantenna connected to a digital receiver which is connected to a channelbank . The application server be it voice (PBX), video (CODEC), or Data(Router or Switch) interfaces with the NGN via the channel bank. Asession originates from the application which interacts with the serverto request authentication (AAA), then a session is established betweenoriginator and destination application by routing the call through theNGN components such as Gateways and Switches.

The Emerging Satellite Data Network Architecture

In addition to the wireless access infrastructure, new service providershave emerged that are trying to use low earth orbiting satellites (LEOS)to build a new access as well as backbone network infrastructure. Theearlier version of these networks were built using traditional PSTNservice model, hence they lack the bandwidth scalability for dataservices. In the “New Core”, these will migrate to new packet switchedbased broadband LEO infrastructure, which will provide both high speedaccess as well as high speed backbone in the packet based “NGN” and “NewCore”. A satellite based broadband access mechanism will also be verysuitable for multi-point services that will be developed on the “NewCore”.

The Cable Network Architecture

Cable networks were developed for mainly broadband broadcast of analogvideo entertainment services. The current “Core” cable infrastructure issuitable to serve one way video broadcast. Cable service providers arenow upgrading their cable infrastructure to support high speed internetaccess. Thus in the “NGN” scenario for cable networks, cable willprovide a new access mechanism for IP services, while simultaneouslytransport video content using the current video broadcast technology.Thus the IP enabled devices attached to the “NGN” cable infrastructurecan take advantage of all the new components and capabilities describedin the wire-line “NGN”. This will enable seam-less services betweendevices that are accessing the “NGN’ via a wire-line or cableinfrastructures. This “NGN” cable infrastructure can provide IP basedtelephony services using the same components of the wire-line “NGN” thatprovide IP telephony to wire-line IP devices.

The digital network segment that interfaces with the “NGN” comprises ofa coaxial cable local loop which is connected to a cable data modulatorrunning QAM/DPSK protocols. The coaxial loop is terminated at thecustomer premise by an Ethernet cable modem which delivers the IP Toneto the applications (Voice, Video, Data) that may reside on a PC orapplication server. The cable modems used provide users and applicationswith a wide range of bandwidth options from 2 to 10 Mbits per seconddepending on configuration and choice of equipment vendor.

With the evolution of the “New Core” in the wire-line, the cable willcontinue to provide another broadband access mechanism for IP basedservices. As the “New Core” matures and enhances in capabilities(probably 10 years away), such that it can provide high speed real-timevideo content (to provide same quality as cable), it can be envisagedthat the cable will becomes an entirely IP access mechanism (just likeall wire-line access becomes an IP access mechanism). Then the broadcastvideo content will be delivered to IP enabled cable attached devicesjust like any other rich media will be delivered over the IP network. Itis even conceivable that video encoding technologies such as MPEG2 andmotion JPEG will be further improved to deliver higher resolutiondigital media over the cable infrastructure using NGN and CORE deliverymechanisms. The network becomes transparent and the applications andcontent drive the creativity of the service creation process. The PSTNlike services will be delivered to devices connected via cable accessjust like they are delivered to other wire-line connected devices on the“New Core”.

NGN Creation Strategy

The network transformation plan comprises of the following phases

Strategy

Market Trial

Service Launch

Consolidation and Optimization

Strategy

Determine where our current network fits in the evolutionary continuumfrom CORE to NGN or New CORE. Having identified the appropriatepositioning of the network, select an architectural scenario that bestserves business and technical objectives of the engagement.

Market Trial Develop and launch a market trial that would measure andassess the viability of the introduction of the proposed service.Additionally, this trial validates the approach to transform specificparts of the infrastructure towards the “NGN” and “New Core”. The markettrial provides the entry-exit criteria, metrics, Key PerformanceIndicators etc. to assess the success of the market trial.

Service Launch

Develop, plan and manage the detailed network, systems, process andprogram management aspects of the launch of a “New Core” that isapplicable for the network based on the strategy developed above. Thisensures that the network systems planned and developed will befuture-ready. The OSS and back-office systems are be able to support theprocesses required for service creation and management in the “NewCore”. The network creation processes provides the program managementtools to ensure that the launch is successfully executed. These includeentry and exit criteria for network creation, KPIs for qualitymanagement, program planning and management tool-kits.

Service Consolidation and Optimization

As the network operator moves into operating and maintaining the “NGN”,there will be many parallel market driven journeys during which servicesand capabilities will be developed for the “NGN”. The network creationprocess provides tools to assist the client into improving efficienciesof these parallel journeys. These optimization efforts will includeorganizational, process and technology driven changes to createefficiency based on consolidation of processes, as well as measurementtools to determine the success of such consolidation. The networkarchitecture roadmap and business blueprint will act as the foundationto ensure that during the consolidation phase the “NGN” maintains therequired architecture framework to sustain it for the long term.

Now that the details regarding the NGN have been set forth, informationwill now be presented concerning billing when the quality of service isdegraded.

Degraded Quality of Service and Billing

A typical telecommunication network comprises multiple telecomnunicationswitches located throughout a geographical area. When a user makes acall, the call may be routed through one or more switches beforereaching its destination.

FIG. 1A illustrates an exemplary telecommunications system 102 acrossthe United States. For purposes of illustration, a caller 104 places acall from Los Angeles, Calif. to a party 112 located in New York City,N.Y. Such a call is typically transmitted across three (3) switches: theLos Angeles, Calif. switch 106; the Chicago, Ill. switch 108; and theNew York City, N.Y. switch 110. In this scenario, the originating switchis the Los Angeles, Calif. switch 106, and the terminating switch is theNew York City, N.Y. switch 110.

Each of the switches, 106-110, is connected to two (2) or more DataAccess Points (DAP) 116-120, for instance a primary DAP 116-120 and abackup DAP 116-120. A DAP 116-120 is a facility that receives requestsfor information from the switches 106-110, processes the requests, andreturns the requested information back to the requesting switch 106-110.The switches 106-110 use information from the DAPs 116-120 to processcalls through the network.

When a call passes through one of the switches, 106-110, that switchcreates a call record. The call record contains information on the call,including but not limited to: routing, billing, call features, andtrouble shooting information. After the call is terminated, each switch106-110 that processed the call completes the associated call record.The switches 106-110 combine multiple call records into a billing block.

When a switch 106-110 fills the billing block, the switch 106-110 sendsthe billing block to a billing center 114. Thus, the billing center 114receives one billing block from each switch 106-110 that handled thecall, which in this case would be three billing blocks. The billingcenter 114 searches each billing block and retrieves the call recordassociated with the call, thereby retrieving one call record per switch106-110 that handled the call. The billing center 114 then uses one ormore of the retrieved call records to generate a billing entry. Thebilling center 114 is also connected to each DAP 116-120 to retrieveinformation regarding a switch 106-110 or call record. However, billingin the present invention is increased because the hybrid network alsocontains proxy intelligence.

FIG. 1B shows a block diagram of the Network Data Management 130 inaccordance with a preferred embodiment of the present invention. NetworkData Management 130 encompasses the collection of usage data and eventsfor the purpose of network performance and traffic analysis. This datamay also be an input to Billing (Rating and Discounting) processes atthe Service Management Layer, depending on the service and itsarchitecture.

The process provides sufficient and relevant information to verifycompliance/non-compliance to Service Level Agreements (SLA). The processprovides sufficient usage information for rating and billing.

This process ensures that the Network Performance goals are tracked, andthat notification is provided when they are not met (threshold exceeded,performance degradation). This also includes thresholds and specificrequirements for billing. This includes information on capacity,utilization, traffic and usage collection. In some cases, changes intraffic conditions may trigger changes to the network for the purpose oftraffic control. Reduced levels of network capacity can result inrequests to Network Planning for more resources.

FIG. 1B-1 is a flowchart illustrating a network data management processin accordance with a preferred embodiment. First, in step 150, data iscollected relating to usage and events occurring over a hybrid network.Next, in step 152, the data is analyzed to determine a status of thehybrid network which in turn, in step 154, is utilized during managementof the hybrid network. Further, in step 156, billing rates and discountsare determined based on the status of the hybrid network.

In addition to the Network Data Management 130 generating billingevents, the present invention also uses a Customer Interface Managementprocess 132, as shown in FIG. 1C, to directly interact with customersand translate customer requests and inquiries into appropriate “events”such as, the creation of an order or trouble ticket or the adjustment ofa bill. This process logs customer contacts, directs inquiries to theappropriate party, and tracks the status to completion. In those caseswhere customers are given direct access to service management systems,this process assures consistency of image across systems, and securityto prevent a customer from harming their network or those of othercustomers. The aim is to provide meaningful and timely customer contactexperiences as frequently as the customer requires.

FIG. 1C-1 is a flowchart illustrating a Customer Interface ManagementProcess in accordance with a preferred embodiment. First, in step 158, aservice level agreement is received for a hybrid network customer. Next,in step 160, the service level agreement is stored after which, in step162, inquiries are received from network customers reflectingoccurrences related to the hybrid network. Thereafter, in step 164,events are generated based on the customer inquiries and the servicelevel agreement.

The Network Data Management 130 and Customer Interface Managementprocess 132 are used to give information to the Customer Quality ofService Management Process 134, as shown in FIG. 1D. The CustomerQuality of Service Management Process 134 encompasses monitoring,managing and reporting of quality of service as defined in ServiceDescriptions, Service Level Agreements (SLA), and other service-relateddocuments. It includes network performance, but also performance acrossall of service parameters, e.g., Orders Completed On Time. Outputs ofthis process are standard (predefined) and exception reports, including;dashboards, performance of a service against an SLA, reports of anydeveloping capacity problems, reports of customer usage patterns, etc.In addition, this process responds to performance inquiries from thecustomer. For SLA violations, the process supports notifying ProblemHandling and for QoS violations, notifying Service Quality Management136. The aim is to provide effective monitoring. Monitoring andreporting must provide SP management and customers meaningful and timelyperformance information across the parameters of the services provided.The aim is also to manage service levels that meet specific SLAcommitments and standard service commitments.

FIG. 1D-1 is a flowchart illustrating a Customer Quality of ServiceManagement Process in accordance with a preferred embodiment. First, instep 166, a hybrid network event is received which may include customerinquiries, required reports, completion notification, quality of serviceterms, service level agreement terms, service problem data, qualitydata, network performance data, and/or network configuration data. Next,in step 168, the system determines customer reports to be generated and,in step 170, generates the customer reports accordingly based on theevent received.

FIG. 1E shows a block diagram of the Service Quality Management 136 inaccordance with a preferred embodiment of the present invention. TheService Quality Management Process 136 supports monitoring service orproduct quality on a service class basis in order to determine

Whether service levels are being met consistently

Whether there are any general problems with the service or product

Whether the sale and use of the service is tracking to forecasts.

This process also encompasses taking appropriate action to keep servicelevels within agreed targets for each service class and to either keepahead of demand or alert the sales process to slow sales. The aim is toprovide effective service specific monitoring, management and customersmeaningful and timely performance information across the parameters ofthe specific service. The aim is also to manage service levels to meetSLA commitments and standard commitments for the specific service.

FIG. 1E-1 is a flowchart illustrating a Service Quality ManagementProcess in accordance with a preferred embodiment. First, in step 172, ahybrid network event is received that may include forecasts, qualityobjectives, available capacity, service problem data, quality of serviceviolations, performance trends, usage trends, problem trends,maintenance activity, maintenance progress, and/or credit violations.Next, in step 174, quality management network data is determined and, instep 176, the quality management network data is generated. Such qualitymanagement network data may include constraint data, capacity data,service class quality data, service modification recommendations,additional capacity requirements, performance requests, and/or usagerequests. Finally, in step 178, a network process to which to send thegenerated data is identified.

FIG. 1F shows a block diagram of the Problem Handling Process 138. TheProblem Handling Process receives information from the CustomerInterface Management Process 132 and the Customer Quality of serviceManagement Process 134. It is responsible for receiving servicecomplaints from customers, resolve them to the customer's satisfactionand provide meaningful status on repair or restoration activity. Thisprocess is also responsible for any service-affecting problems,including

notifying the customer in the event of a disruption (whether reported bythe customer or not),

resolving the problem to the customer's satisfaction, and

providing meaningful status on repair or restoration activity.

This proactive management also includes planned maintenance outages. Theaim is to have the largest percentage of problems proactively identifiedand communicated to the customer, to provide meaningful status and toresolve in the shortest timeframe.

FIG. 1F-1 is a flowchart illustrating a Problem Handling ManagementProcess in accordance with a preferred embodiment. First, in step 180, anotification of a problem within a hybrid network is received by thesystem. Next, in step 182, a resolution for the problem within thehybrid network is determined. The resolution may include a statusreport, resolution notification, problem reports, servicereconfiguration, trouble notification, service level agreementviolations, and/or outage notification. Finally, in step 184, theprogress of the implementation of the resolution is tracked.

The Problem Handling Process 138 and the Network Data Management 130feed information to the Rating and Discounting Process 140, as shown inFIG. 1G. This process applies the correct rating rules to usage data ona customer-by-customer basis, as required. It also applies any discountsagreed to as part of the Ordering Process, for promotional discounts andcharges, and for outages. In addition, the Rating and DiscountingProcess 140 applies any rebates due because service level agreementswere not met. The aim is to correctly rate usage and to correctly applydiscounts, promotions and credits.

FIG. 1G-1 is a flowchart illustrating Rating and Discounting Process inaccordance with a preferred embodiment. First, in step 185, hybridnetwork customer usage information is received. In step 186, networkservice level agreement violations are collected, and, in step 187,network quality of service violations are received by the Rating andDiscounting system. Next, in step 188, rating rules are applied to thenetwork customer usage information. Further, in step 189, negotiateddiscounts are determined based on the network quality of serviceviolations and, in step 190, rebates are determined based on the networkservice level agreement violations. Thereafter, in step 191, billingdata reflecting the usage information, the negotiated discounts, and therebates is provided to generate a customer invoice.

Utilizing information from the Rating and Discounting Process 140, theInvoice and Collections Process 142, as shown in FIG. 1H, createscorrect billing information. This process encompasses sending invoicesto customers, processing their payments and performing paymentcollections. In addition, this process handles customer inquiries aboutbills, and is responsible to resolve billing problems to the customer'ssatisfaction. The aim is to provide a correct bill and, if there is abilling problem, resolve it quickly with appropriate status to thecustomer. An additional aim is to collect money due the service providerin a professional and customer supportive manner.

FIG. 1H-1 is a flowchart illustrating an Invoice and Collections Processin accordance with a preferred embodiment. First, in step 192, customeraccount inquiries and customer payment information is received by thesystem. Next, in step 193, billing data, including discounts due toquality of service violations and rebates due to service level agreementviolations, is collected and processed. Thereafter, in step 194,customer account invoices are created for distribution based on thecustomer payment information and the billing data.

Mediation and activity tracking are provided by the event logger andevent manager. The event logger and event manager feed the rating andbilling information for degraded service using the personally customizedrules database. Utilizing an expert system for the tailored capabilitiesof each customer, the event driver, collector and manager analyzenotification events generated by the system. When a notification eventis received the system analyzes the event and uses it to identify thecustomer. The notification event is also used to credit the customer ifthey experience a non-impacting event that breaches the customer'scontract. In addition to the system itself generating the notificationevent, the customer is also able to notify the provider directly shouldsuch an event occur.

FIG. 2A is a flowchart illustrating media communication over the hybridnetwork of the present invention. When a customer initiates a use of thehybrid network, the hybrid network, in a first step 220, transfers themedia over the network using IP information to route it to theappropriate destination. The media transferred over the network may betelephony data, image data, or any other data capable of packet switchedtransmission.

In a second step 222, events are generated based on the quality ofservice of the media transfer. As discussed above with reference to FIG.1D and FIG. 1E, these events include performance notifications due toSLA violations, and customer generated events from the CustomerInterface Management Process 132.

In a third step 224, the events generated in step 222 are utilized togenerate a bill for the customer. In addition to normal billing forservice provided via the hybrid network, the bill is modified based onevents generated during the media transfer. For example, eventsrepresenting SLA violations are used to credit customers. As discussedabove with reference to FIGS. 1F, 1G, and 1H, the Problem HandlingProcess 138 is responsible for receiving service complaints and otherservice-affecting problems. Together with the Network Data Management130, the Problem Handling Process feeds data to the Discounting Process140. The Discounting Process 140 applies the correct rating rules on acustomer-by-customer basis, and applies discounts for events, such asoutages and other SLA violations. Finally, the Invoice and CollectionsProcess 142, utilizes the information from the Discounting Process 140to create customer billing information.

To better understand the invention, it is useful to describe someadditional terminology relating to a telecommunication network. Atelephone call comes into a switch on a transmission line referred to asthe originating port, or trunk. The originating port is one of manytransmission lines coming into the switch from the same location oforigin. This group of ports is the originating trunk group. Afterprocessing an incoming call, the switch transmits the call to adestination location, which may be another switch, a local exchangecarrier, or a private branch exchange. The call is transmitted over atransmission line referred to as the terminating port, or trunk. Similarto the originating port, the terminating port is one of a group of portsgoing from the switch to the same destination. This group of ports isthe terminating trunk group.

Contemporary telecommunication networks provide customers with thecapability of using the general public network as well as the capabilityof defining a custom virtual network (VNet). With a VNet, a customerdefines a private dialing plan, including plan telephone numbers. A VNetcustomer is not limited to the default telephone numbers allocated to apublic telecommunication system dedicated to a specific geographicregion, but can define custom telephone numbers.

Upon processing a telephone call, a switch must generate a call recordlarge enough to contain all of the needed information on a call. Thecall record, however, must not be so large that the typical call resultsin the majority of the record fields in the call record to be unused. Insuch a case, storing such call records results in large amounts ofwasted storage, and transmitting such a call record causes unnecessarytransmissions.

One solution for creating and processing call records is to implement afixed length call record format, such as a 32-word call record. A wordis two (2) bytes, or sixteen (16) bits. A fixed length record format,however, cannot expand when new call features are implemented. Moreimportantly, fixed call record formats cannot handle expanded datafields as the telecommunications network becomes more complex with newfeatures and telephone numbers.

Contemporary fixed length record formats include time point fieldsrecording local time in three (3) second increments where local switchtime represents the time of day at a switch. The timepoint fields areused by the network switches, billing center, and other networksubsystems. Each subsystem, however, may require the time period for adifferent use and in a different format, such as in an epoch timeformat. Epoch time is the number of one (1) second increments since aparticular date and time in history. For example, the billing centerrequires epoch time for its billing records whereas switch reports anderror logs require local switch time.

A problem also arises when using only local switch time in that there isno accommodation for time changes due to daylight savings time. Inaddition, each subsystem may require a finer granularity of precisionthan the current three (3) second increments. By providing only localswitch time at three (3) second increments, the switches have passed theburden of translating the time into a usable format to the networksubsystems. The fixed record format cannot accommodate the various timeperiod requirements because it only contains the time periods in localswitch time at a low level of precision. Because of its fixed nature,the fixed record format cannot expand to include different time formats,nor to include a finer granularity of precision, such as a one (1)second increment.

Therefore, there is a need for switches of a telecommunications networkto store call record information in a flexible and expandable format.There is a further need to provide time point fields with one (1) secondgranularity in a flexible format that easily and efficiently responds todaylight savings time and time zone changes.

There is also a need to match all of the call records associated with aspecific telephone call. For example, for proper billing and costcontrol, it is necessary for the billing center to match the originatingswitch's call record to the terminating switch's call record. Also, fortroubleshooting and security purposes, it may be necessary to trace aspecific telephone call through the network with ease in order toisolate problem areas.

Therefore, there is a need for switches of a telecommunications networkto uniquely identify each telephone call that traverses the network,thereby uniquely identifying all of the call records associated with aspecific telephone call.

An Embodiment

Call Record Format

An embodiment solves the problem of providing a flexible and expandablecall record format by implementing both a small and a large call recordformat. In particular, the embodiment implements a default 32-word callrecord format, plus an expanded 64-word call record format. Anembodiment uses a 32-word call record format for the typical telephonecall, which comprises the majority of all telephone calls, and uses a64-word call record format when additional information is neededregarding the call. This implementation provides the flexibility neededto efficiently manage varying data requirements of a given call record.New call features can be developed and easily incorporated into thevariable call record format of the present invention.

This embodiment also records timepoints in the epoch time format. Theembodiment records the origination time of a call in epoch time format,and the remaining timepoints are offsets, or the number of seconds, fromthat origination time. This embodiment solves the problems associatedwith converting to and from daylight savings time because daylightsavings time is a local time offset and does not affect the epoch time.Furthermore, the timepoints in epoch time format require less space inthe call record than they do in local switch time format.

The epoch time format may represent coordinated universal time (UTC), asdetermined at Greenwich, England, which has a time zone of zero (0)local switch time, or any other time. Epoch time is only a format anddoes not dictate that UTC must be used. The billing time and the localswitch time may be in UTC or local time, and the local switch time maynot necessarily be the same time that is used for billing. Therefore,the switch must keep billing time and local switch time separate inorder to prevent the problems that occur during daylight savings timechanges.

Network Call Identifier

This embodiment solves the problem of uniquely identifying eachtelephone call and all of the call records associated with a specifictelephone call by providing a unique identifier to each call record. Itgenerates a network call identifier (NCID) that is assigned to each callrecord at the point of call origination, that is, the originating switchgenerates an NCID for each telephone call. The NCID accompanies theassociated telephone call through the telecommunications network to thetermination point at the terminating switch. Therefore, at any point ofa telephone call in the network, the associated NCID identifies thepoint and time of origin of the telephone call. Each switch throughwhich the telephone call passes records the NCID in the call recordassociated with the call. The NCID is small enough to fit in a 32-wordcall record, thereby reducing the data throughput and storage. The NCIDprovides the billing center and other network subsystems with theability to match originating and terminating call records for a specifictelephone call.

This embodiment also provides the switch capability of discarding areceived NCID and generating a new NCID. A switch discards a receivedNCID if the NCID format is invalid or unreliable, thereby ensuring avalid unique identifier to be associated with each call going throughthe network. For instance, an NCID may be unreliable if generated bythird party switches in the telecommunications network.

This embodiment relates to switches of a telecommunication network thatgenerate call records using a flexible and expandable record format. Thecall record formats include a small (preferably 32-word) and a large(preferably 64-word) expanded format. It would be readily apparent toone skilled in the relevant art to implement a small and large recordformat of different sizes.

The embodiment also relates to switches of a telecommunication networkthat generate a unique NCID for each telephone call traversing thenetwork. The NCID provides a mechanism for matching all of the callrecords associated with a specific telephone call. It would be readilyapparent to one skilled in the relevant art to implement a call recordidentifier of a different format.

The chosen embodiment is computer software executing within a computersystem. FIG. 2B shows an exemplary computer system. The computer system202 includes one or more processors, such as a processor 204. Theprocessor 204 is connected to a communication bus 206.

The computer system 202 also includes a main memory 208, preferablyrandom access memory (RAM), and a secondary memory 210. The secondarymemory 210 includes, for example, a hard disk drive 212 and/or aremovable storage drive 214, representing a floppy disk drive, amagnetic tape drive, a compact disk drive, etc. The removable storagedrive 214 reads from and/or writes to a removable storage unit 216 in awell known manner.

Removable storage unit 216, also called a program storage device or acomputer program product, represents a floppy disk, magnetic tape,compact disk, etc. The removable storage unit 216 includes a computerusable storage medium having therein stored computer software and/ordata.

Computer programs (also called computer control logic) are stored inmain memory 208 and/or the secondary memory 210. Such computer programs,when executed, enable the computer system 202 to perform the functionsof the present invention as discussed herein. In particular, thecomputer programs, when executed, enable the processor 204 to performthe functions of the present invention. Accordingly, such computerprograms represent controllers of the computer system 202.

Another embodiment is directed to a computer program product comprisinga computer readable medium having control logic (computer software)stored therein. The control logic, when executed by the processor 204,causes the processor 204 to perform the functions as described herein.

Another embodiment is implemented primarily in hardware using, forexample, a hardware state machine. Implementation of the hardware statemachine so as to perform the functions described herein will be apparentto persons skilled in the relevant arts.

Call Record Format

This embodiment provides the switches of a telecommunication networkwith nine (9) different record formats. These records include: CallDetail Record (CDR), Expanded Call Detail Record (ECDR), Private NetworkRecord (PNR), Expanded Private Network Record (EPNR), Operator ServiceRecord (OSR), Expanded Operator Service Record (EOSR), Private OperatorService Record (POSR), Expanded Private Operator Service Record (EPOSR),and Switch Event Record (SER). Each record is 32 words in length, andthe expanded version of each record is 64 words in length.

Example embodiments of the nine (9) call record formats discussed hereinare further described in FIGS. 1-5. The embodiments of the call recordsof the present invention comprise both 32-word and 64-word call recordformats. It would be apparent to one skilled in the relevant art todevelop alternative embodiments for call records comprising a differentnumber of words and different field definitions. Table 301 of theAppendix contains an example embodiment of the CDR and PNR call recordformats. FIG. 3 shows a graphical representation of the CDR and PNR callrecord formats. Table 302 of the Appendix contains an example embodimentof the ECDR and EPNR call record formats. FIGS. 4A and 4B show agraphical representation of the ECDR and EPNR call record formats. Table303 of the Appendix contains an example embodiment of the OSR and POSRcall record formats. FIG. 5 shows a graphical representation of the OSRand POSR call record format. Table 304 of the Appendix contains anexample embodiment of the EOSR and EPOSR call record formats. FIGS. 6(A)and 6(B) show a graphical representation of the EOSR and EPOSR callrecord formats. Table 305 of the Appendix contains an embodiment of theSER record format. FIG. 7 shows a graphical representation of the SERrecord format.

The CDR and PNR, and thereby the ECDR and EPNR, are standard call recordformats and contain information regarding a typical telephone call as itpasses through a switch. The CDR is used for a non-VNET customer,whereas the PNR is used for a VNET customer and is generated at switchesthat originate VNET calls. The fields of these two records are identicalexcept for some field-specific information described below.

The OSR and POSR, and thereby the EOSR and EPOSR, contain informationregarding a telephone call requiring operator assistance and aregenerated at switches or systems actually equipped with operatorpositions. A switch completes an OSR for a non-VNET customer andcompletes a POSR for a private VNET customer. These records are onlygenerated at switches or systems that have the capability of performingoperator services or network audio response system (NARS) functions. Theformats of the two (2) records are identical except for somefield-specific information described below.

A SER is reserved for special events such as the passage of each hourmark, time changes, system recoveries, and at the end of a billingblock. The SER record format is also described in more detail below.

FIGS. 8(A) and 8(B) collectively illustrate the logic that a switch usesto determine when to use an expanded version of a record format. A call202 comes into a switch 106-110 (called the current switch for referencepurposes; the current switch is the switch that is currently processingthe call), at which time that switch 106-110 determines what call recordand what call record format (small/default or large/expanded) to use forthe call's 802 call record. In this regard, the switch 106-110 makesnine (9) checks for each call 802 that it receives. The switch 106-110uses an expanded record for a call 802 that passes any check as well asfor a call 802 that passes any combination of checks.

The first check 804 determines if the call is involved in a directtermination overflow (DTO) at the current switch 106-110. For example, aDTO occurs when a customer makes a telephone call 802 to an 800 numberand the original destination of the 800 number is busy. If the originaldestination is busy, the switch overflows the telephone call 802 to anew destination. In this case, the switch must record the originallyattempted destination, the final destination of the telephone call 802,and the number of times of overflow. Therefore, if the call 802 isinvolved in a DTO, the switch 106-110 must complete an expanded record(ECDR, EPNR, EOSR, EPOSR) 816.

The second check 806 made on a call 802 by a switch 106-110 determinesif the calling location of the call 802 is greater than ten (10) digits.The calling location is the telephone number of the location from wherethe call 802 originated. Such an example is an international call whichcomprises at least eleven (11) digits. If the calling location isgreater than ten (10) digits, the switch records the telephone number ofthe calling location in an expanded record (ECDR, EPNR, EOSR, EPOSR)816.

A switch 106-110 makes a third check 808 on a call 802 to determine ifthe destination address is greater than seventeen (17) digits. Thedestination address is the number of the called location and may be atelephone number or trunk group. If the destination is greater thanseventeen (17) digits, the switch records the destination in an expandedrecord (ECDR, EPNR, EOSR, EPOSR) 816.

A switch 106-110 makes a fourth check 810 on a call 802 to determine ifthe pre-translated digits field is used with an operated assistedservice call. The pre-translated digits are the numbers of the call 802as dialed by a caller if the call 202 must be translated to anothernumber within the network. Therefore, when a caller uses an operatorservice, the switch 106-110 records the dialed numbers in expandedrecord (EOSR, EPOSR) 816.

In a fifth check 812 on a call 802, a switch 106-110 determines if thepre-translated digits of a call 802 as dialed by a caller withoutoperator assistance has more than ten (10) digits. If there are morethan ten (10) pre-translated digits, the switch 106-110 records thedialed numbers in expanded record (ECDR, EPNR) 816.

In a sixth check 814 on a call 802, a switch 106-110 determines if morethan twenty-two (22) digits, including supplemental data, are recordedin the Authorization Code field of the call record. The AuthorizationCode field indicates a party who gets billed for the call, such as thecalling location or a credit card call. If the data entry requires morethan twenty-two (22) digits, the switch 106-110 records the billinginformation in an expanded record (ECDR, EPNR, EOSR, EPOSR) 816.

In a seventh check 820 on a call 802, a switch 106-110 determines if thecall 802 is a wideband call. A wideband call is one that requiresmultiple transmission lines, or channels. For example, a typical videocall requires six (6) transmission channels: one (1) for voice and five(5) for the video transmission. The more transmission channels usedduring a wideband call results in a better quality of reception.Contemporary telecommunication systems currently provide up totwenty-four (24) channels. Therefore, to indicate which, and how many,of the twenty-four channels is used during a wideband call, the switchrecords the channel information in an expanded record (ECDR, EPNR) 828.

In an eighth check 822 on a call 802, a switch 106-110 determines if thetime and charges feature was used by an operator. The time and chargesfeature is typically used in a hotel scenario when a hotel guest makes atelephone call using the operator's assistance and charges the call 802to her room. After the call 802 has completed, the operator informs thehotel guest of the charge, or cost, of the call 802. If the time andcharges feature was used with a call 802, the switch 106-110 records thehotel guest's name and room number in an expanded record (EOSR, EPOSR)832.

The ninth, and final, check 824 made on a call 802 by a switch 106-110determines if the call 802 is an enhanced voice service/network audioresponse system (EVS/NARS) call. An EVS/NARS is an audio menu system inwhich a customer makes selections in response to an automated menu viaher telephone key pad. Such a system includes a NARS switch on which theaudio menu system resides. Therefore, during an EVS/NARS call 802, theNARS switch 106-110 records the customer's menu selections in anexpanded record (EOSR, EPOSR) 832.

If none of the checks 804-824 return a positive result, then the switch106-110 uses the default record format (OSR, POSR) 830.

Once the checks have been made on a call, a switch generates andcompletes the appropriate call record. Call record data is recorded inbinary and Telephone Binary Coded Decimal (TBCD) format. TBCD format isillustrated below:

0000=TBCD-Null

0001=digit 1

0010=digit 2

0011=digit 3

0100=digit 4

0101=digit 5

0110=digit 6

0111=digit 7

1000=digit 8

1001=digit 9

1010=digit 0

1011=special digit 1 (DTMF digit A)

1100=special digit 2 (DTMF digit B)

1101=special digit 3 (DTMF digit C)

1110=special digit 4 (DTMF digit D)

1111=special digit 5 (Not Used)

All TBCD digit fields must be filled with TBCD-Null, or zero, prior todata being recorded. Where applicable, dialed digit formats conform tothese conventions:

N=digits 2-9

X=digits 0-9

Y=digits 2-8

Thus, if the specification for a call record field contains a N, thevalid field values are the digits 2-9.

Each call record, except SER, contains call specific timepoint fields.The timepoint fields are recorded in epoch time format. Epoch time isthe number of one second increments from a particular date/time inhistory. The embodiment of the present invention uses a date/time ofmidnight (00:00 am UTC) on Jan. 1, 1976, but this serves as an exampleand is not a limitation. It would be readily apparent to one skilled inthe relevant art to implement an epoch time based on another date/time.In the records, Timepoint 1 represents the epoch time that is theorigination time of the call 802. The other timepoint stored in therecords are the number of seconds after Timepoint 1, that is, they areoffsets from Timepoint 1 that a particular timepoint occurred. All ofthe timepoint fields must be filled in with “0's” prior to any databeing recorded. Therefore, if a timepoint occurs, its count is one (1)or greater. Additionally, timepoint counters, not including Timepoint 1,do not rollover their counts, but stay at the maximum count if the timeexceeds the limits.

The switch clock reflects local switch time and is used for all timesexcept billing. Billing information is recorded in epoch time, which inthis embodiment is UTC. The Time offset is a number reflecting theswitch time relative to the UTC, that is, the offset due to time zonesand, if appropriate, daylight savings time changes. There are threefactors to consider when evaluating time change relative to UTC. First,there are time zones on both sides of UTC, and therefore there may beboth negative and positive offsets. Second, the time zone offsets countdown from zero (in Greenwich, England) in an Eastward direction untilthe International Dateline is reached. At the Dateline, the date changesto the next day, such that the offset becomes positive and startscounting down until the zero offset is reached again at Greenwich.Third, there are many areas of the world that have time zones that arenot in exact one-hour increments. For example, Australia has one timezone that has a thirty (30) minute difference from the two time zones oneither side of it, and Northern India has a time zone that is fifteen(15) minutes after the one next to it. Therefore, the Time Offset of thecall records must account for variations in both negative and positiveoffsets in fifteen (15) minute increments. The embodiment of the presentinvention satisfies this requirement by providing a Time Offsetrepresenting either positive or negative one minute increments.

There are two formulas used to convert local switch time to epoch timeand back.

i) Epoch Time+(Sign Bit*Time Offset)=Local Switch Time

ii) Local Switch Time−(Sign Bit*Time Offset)=Epoch Time

The switch records the Time Offset in the SER using a value where one(1) equals one (1) minute, and computes the Time Offset in seconds andadds this value to each local Timepoint 1 before the call record isrecorded. For example, Central Standard Time is six (6) hours beforeUTC. In this case, the Sign Bit indicates “1” for negative offset andthe Time Offset value recorded in the SER would be 360 (6 hours*60minutes/hour=360 minutes). See FIG. 5 for more details on the SER recordformat. When recording Timepoint 1 in the call record, the switchmultiplies the Time Offset by 60, because there is 60 seconds in each 1minute increment, and determines whether the offset is positive ornegative by checking the Sign Bit. This example results in a value of−21,600 (−1*360 minutes*60 seconds/minute=−21,600 seconds). Usingequation (ii) from above, if the local switch time were midnight, thecorresponding epoch time might be, for example, 1,200,000,000.Subtracting the Time Offset of −21,600 results in a corrected epoch timeof 1,200,021,600 seconds, which is the epoch time for 6 hours aftermidnight on the next day in epoch time. This embodiment works equally aswell in switches that are positioned on the East side of Greenwich wherethe Time Offset has a positive value.

Two commands are used when changing time. First, FIG. 9 illustrates thecontrol flow of the Change Time command 900, which changes the LocalSwitch Time and the Time Offset. In FIG. 9, after a switch operatorenters the Change Time command, the switch enters step 902 and promptsthe switch operator for the Local Switch Time and Time Offset from UTC.In step 902 the switch operator enters a new Local Switch Time and TimeOffset. Continuing to step 904, the new time and Time Offset aredisplayed back to the switch operator. Continuing to step 906, theswitch operator must verify the entered time and Time Offset before theactual time and offset are changed on the switch. If in step 906 theswitch operator verifies the changes, the switch proceeds to step 908and generates a SER with an Event Qualifier equal to two whichidentifies that the change was made to the Local Switch Time and TimeOffset of the switch. The billing center uses the SER for its billprocessing. The switch proceeds to step 910 and exits the command.Referring back to step 906, if the switch operator does not verify thechanges, the switch proceeds to step 910 and exits the command withoutupdating the Local Switch Time and Time Offset. For more information onSER, see FIG. 5.

FIG. 10 illustrates the control flow for the Change Daylight SavingsTime command 1000 which is the second command for changing time. In FIG.10, after a switch operator enters the Change Daylight Savings Timecommand, the switch enters step 1002 and prompts the switch operator toselect either a Forward or Backward time change. Continuing to step1004, the switch operator makes a selection. In step 1004, if the switchoperator selects the Forward option, the switch enters step 1006. Instep 1006, the switch sets the Local Switch Time forward one hour andadds one hour (count of 60) to the Time Offset. The switch then proceedsto step 1010.

Referring back to step 1004, if the switch operator selects the Backwardoption, the switch sets the Local Switch Time back one hour and subtractone hour (count of 60) from the Time Offset. The switch then proceeds tostep 1010.

In step 1010, the switch operator must verify the forward or backwardoption and the new Local Switch Time and Time Offset before the actualtime change takes place. If in step 1010, the switch operator verifiesthe new time and Time Offset, the switch proceeds to step 1012 andgenerates a SER with an Event Qualifier equal to nine which changes theLocal Switch Time and Time Offset of the switch. The switch proceeds tostep 1014 and exits the command. Referring back to step 1010, if theswitch operator does not verify the changes, the switch proceeds to step1014 and exits the command without updating the Local Switch Time andTime Offset.

After the successful completion of a Change Daylight Savings TimeCommand, the billing records are affected by the new Time Offset. Thisembodiment allows the epoch time, used as the billing time, to incrementnormally through the daylight savings time change procedure, and not tobe affected by the change of Local Switch Time and Time Offset.

Network Call Identifier

An embodiment provides a unique NCID that is assigned to each telephonecall that traverses through the telecommunications network. Thus, theNCID is a discrete identifier among all network calls. The NCID istransported and recorded at each switch that is involved with thetelephone call. The originating switch of a telephone call generates theNCID. The chosen embodiment of the NCID of the present invention is aneighty-two (82) bit identifier that is comprised of the followingsubfields:

i) Originating Switch ID (14 bits): This field represents the NCS SwitchID as defined in the Office Engineering table at each switch. The SERcall record, however, contains an alpha numeric representation of theSwitch ID. Thus, a switch uses the alphanumeric Switch ID as an indexinto a database for retrieving the corresponding NCS Switch ID.

ii) Originating Trunk Group (14 bits): This field represents theoriginating trunk group as defined in the 32/64-word call record formatdescribed above.

iii) Originating Port Number (19 bits): This field represents theoriginating port number as defined in the 32/64-word call record formatdescribed above.

iv) Timepoint 1 (32 bits): This field represents the Timepoint 1 valueas defined in the 32/64-word call record format described above.

v) Sequence Number (3 bits): This field represents the number of callswhich have occurred on the same port number with the same Timepoint 1(second) value. The first telephone call will have a sequence number setto ‘0.’ This value increases incrementally for each successive callwhich originates on the same port number with the same Timepoint 1value.

It would be readily apparent to one skilled in the relevant art tocreate an NCID of a different format. Each switch records the NCID ineither the 32 or 64-word call record format. Regarding the 32-word callrecord format, intermediate and terminating switches will record theNCID in the AuthCode field of the 32-word call record if the AuthCodefiled is not used to record other information. In this case, theOriginating Switch ID is the NCS Switch ID, not the alphanumeric SwitchID as recorded in the SER call record. If the AuthCode is used for otherinformation, the intermediate and terminating switches record the NCIDin the 64-word call record format. In contrast, originating switches donot use the AuthCode field when storing an NCID in a 32-word callrecord. Originating switches record the subfields of the NCID in thecorresponding separate fields of the 32-word call record. That is, theOriginating Switch ID is stored as an alphanumeric Switch ID in theSwitch ID field of the SER call record; the Originating Trunk Group isstored in the Originating Trunk Group field of the 32-word call record;the Originating Port Number is stored in the Originating Port field ofthe 32-word call record; the Timepoint 1 is stored in the Timepoint 1field of the 32-word call record; the Sequence Number is stored in theNCID Sequence Number field of the 32-word call record. The 32-word callrecord also includes an NCID Location (NCIDLOC) field to identify whenthe NCID is recorded in the AuthCode field of the call record. If theNCID Location field contains a ‘1,’ then the AuthCode field contains theNCID. If the NCID Location field contains a ‘0,’ then the NCID is storedin its separate sub-fields in the call record. Only intermediate andterminating switches set the NCID Location field to a ‘1’ becauseoriginating switches store the NCID in the separate fields of the32-word call record.

Regarding the 64-word call record format, the expanded call recordincludes a separate field, call the NCID field, to store the 82 bits ofthe NCID. This call record is handled the same regardless of whether anoriginating, intermediate, or terminating switch stores the NCID. In the64-word call record format, the Originating Switch ID is the NCS SwitchID, not the alphanumeric Switch ID as recorded in the SER call record.

FIG. 11 illustrates the control flow of the Network Call Identifierswitch call processing. A call 202 comes into a switch 106-110 (calledthe current switch for reference purposes; the current switch is theswitch that is currently processing the call) at step 1104. In step1104, the current switch receives the call 202 and proceeds to step1106. In step 1106, the current switch accesses a local database andgets the trunk group parameters associated with the originating trunkgroup of the call 202. After getting the parameters, the current switchproceeds to step 1108. In step 1108, the current switch determines if itreceived an NCID with the call 202. If the current switch did notreceive an NCID with the call 202, the switch continues to step 1112.

In step 1112, the switch analyzes the originating trunk group parametersto determine the originating trunk group type. If the originating trunkgroup type is an InterMachine Trunk (IMT) or a release link trunk (RLT),then the switch proceeds to step 1116. An IMT is a trunk connecting twonormal telecommunication switches, whereas a RLT is a trunk connectingan intelligent services network (ISN) platform to a normaltelecommunication switch. When the current switch reaches step 1116, thecurrent switch knows that it is not an originating switch and that ithas not received an NCID. In step 1116, the current switch analyzes theoriginating trunk group parameters to determine whether it is authorizedto create an NCID for the call 202. In step 1116, if the current switchis not authorized to create an NCID for the call 202, the current switchproceeds to step 1118. When in step 1118, the current switch knows thatit is not an originating switch, it did not receive an NCID for the call202, but is not authorized to generate an NCID. Therefore, in step 1118,the current switch writes the call record associated with the call 202to the local switch database and proceeds to step 1120. In step 1120,the current switch transports the call 202 out through the network withits associated NCID. Step 1120 is described below in more detail.

Referring again to step 1116, if the current switch is authorized tocreate an NCID for the call 202, the current switch proceeds to step1114. In step 1114, the current switch generates a new NCID for the call202 before continuing to step 1136. In step 1136, the current switchwrites the call record, including the NCID, associated with the call 202to the local switch database and proceeds to step 1120. In step 1120,the current switch transports the call 202 out through the network withits associated NCID. Step 1120 is described below in more detail.

Referring again to step 1112, if the current switch determines that theoriginating trunk group type is not an IMT or RLT, the current switchproceeds to step 1114. When reaching step 1114, the current switch knowsthat it is an originating switch and, therefore, must generate a NCIDfor the call 202. Step 1114 is described below in more detail. Aftergenerating a NCID in step 1114, the current switch proceeds to step 1136to write the call record, including the NCID, associated with the call202 to the local database. After writing the call record, the currentswitch proceeds to step 1120 to transport the call out through thenetwork with its associated NCID. Step 1120 is also described below inmore detail.

Referring again to step 1108, if the current switch determines that itreceived an NCID with the call 202, the current switch proceeds to step1110. In step 1110, the current switch processes the received NCID. Instep 1110, there are two possible results. First, the current switch maydecide not to keep the received NCID thereby proceeding from step 1110to step 1114 to generate a new NCID. Step 1110 is described below inmore detail. In step 1114, the current switch may generate a new NCIDfor the call 202 before continuing to step 1136. Step 1114 is alsodescribed below in more detail. In step 1136, the current switch writesthe call record associated with the call 202 to the local database. Thecurrent switch then proceeds to step 1120 and transports the call 202out through the network with its associated NCID. Step 1120 is alsodescribed below in more detail.

Referring again to step 1110, the current switch may decide to keep thereceived NCID thereby proceeding from step 1110 to step 1115. In step1115, the current switch adds the received NCID to the call recordassociated with the call 202. Steps 1110 and 1115 are described below inmore detail. After step 1115, the current switch continues to step 1136where it writes the call record associated with the call 202 to thelocal database. The current switch then proceeds to step 1120 andtransports the call 202 out through the network with its associatedNCID. Step 1120 is also described below in more detail.

FIG. 12 illustrates the control logic for step 1110 which processes areceived NCID. The current switch enters step 1202 of step 1110 when itdetermines that an NCID was received with the call 202. In step 1202,the current switch analyzes the originating trunk group parameters todetermine the originating trunk group type. If the originating trunkgroup type is an IMT or RLT, then the current switch proceeds to step1212. When in step 1212, the current switch knows that it is not anoriginating switch and that it received an NCID for the call 202.Therefore, in step 1212, the current switch keeps the received NCID andexits step 1110, thereby continuing to step 1115 in FIG. 11, after whichthe current switch will store the received NCID in the call record andtransport the call.

Referring again to step 1202, if the originating trunk group type is notan IMT or RLT, the current switch proceeds to step 1204. In step 1204,the current switch determines if the originating trunk group type is anIntegrated Services User Parts Direct Access Line (ISUP DAL) or anIntegrated Services Digital Network Primary Rate Interface (ISDN PRI).ISUP is a signaling protocol which allows information to be sent fromswitch to switch as information parameters. An ISUP DAL is a trunk groupthat primarily is shared by multiple customers of the network, but canalso be dedicated to a single network customer. In contrast, an ISDN PRIis a trunk group that primarily is dedicated to a single networkcustomer, but can also be shared by multiple network customers. Anetwork customer is an entity that leases network resources. In step1204, if the current switch determines that the trunk group type is notan ISUP DAL or ISDN PRI, the current switch proceeds to step 1206. Whenin step 1206, the current switch knows that it received an NCID that wasnot generated by a switch that is part of the telecommunication networkor by a switch that is a customer of the network. Therefore, in step1206, the current switch discards the received NCID because it is anunreliable NCID. From step 1206, the current switch exits step 1110,thereby continuing to step 1114 in FIG. 11 where the current switch willcreate a new NCID and transport that NCID with the call 202.

Referring back to step 1204, if the current switch determines that theoriginating trunk group type is an ISUP DAL or ISDN PRI, the currentswitch continues to step 1208. When in step 1208, the current switchknows that it received an NCID from a customer trunk group. Therefore,the current switch analyzes the originating trunk group parameters todetermine whether it is authorized to create a new NCID for the call202. The current switch may be authorized to create a new NCID andoverwrite the NCID provided by the customer to ensure that a valid NCIDcorresponds to the call 202 and is sent through the network. In step1208, if the current switch is not authorized to create a new NCID forthe call 202, the current switch proceeds to step 1210. In step 1210,the current switch checks the validity of the received NCID, forexample, the NCID length. If the received NCID is invalid, the currentswitch proceeds to step 1206. In step 1206, the current switch discardsthe invalid NCID. From step 1206, the current switch exits step 1110,thereby continuing to step 1114 in FIG. 11 where the current switch willcreate a new NCID and transport that NCID with the call 202.

Referring again to step 1210, if the current switch determines that thereceived NCID is valid, the current switch proceeds to step 1212. Instep 1212 the current switch keeps the received NCID and exits step1110, thereby continuing to step 1115 in FIG. 11 where the currentswitch will store the received NCID in the call record and transport thecall.

FIG. 13A illustrates the control logic for step 1114 which generates anNCID. The current switch enters step 1302 when an NCID must be created.In step 1302, the current switch will calculate a sequence number. Thesequence number represents the number of calls which have occurred onthe same port number with the same Timepoint 1 value. The first call hasa sequence number value of ‘0,’ after which the sequence number willincrease incrementally for each successive call that originates on thesame port number with the same Timepoint 1 value. After creating thesequence number in step 1302, the current switch proceeds to step 1304.In step 1304, the current switch creates a call record for the call 202,including in it the call's 202 newly created NCID. After the call recordhas been created, the current switch exits step 1114 and proceeds tostep 1136 in FIG. 11 where the current switch writes the call record tothe local switch database.

FIG. 13B illustrates the control logic for step 1115 which adds areceived NCID to the call record associated with the call 202. Uponentering step 1115, the current switch enters step 1306. When in step1306, the current switch knows that it has received a valid NCID from anintermediate or terminating switch, or from a customer switch. In step1306, the current switch determines if the AuthCode field of the 32-wordcall record is available for storing the NCID. If the AuthCode field isavailable, the current switch proceeds to step 1310. In step 1310, thecurrent switch stores the NCID in the AuthCode field of the 32-word callrecord. The current switch must also set the NCID Location field to thevalue ‘1’ which indicates that the NCID is stored in the AuthCode field.After step 1310, the current switch exits step 1115 and continues tostep 1136 in FIG. 11 where the current switch writes the call record tothe local switch database.

Referring again to step 1306, if the AuthCode field is not available inthe 32-word call record, the current switch proceeds to step 1308. Instep 1308, the current switch stores the NCID in the NCID field of the64-word call record. After step 1308, the current switch exits step 1115and continues to step 1136 in FIG. 11 where the current switch writesthe call record to the local switch database.

FIG. 14 illustrates the control logic for step 1120 which transports thecall from the current switch. There are two entry points for thiscontrol logic: steps 1402 and 1412. Upon entering step 1402 from step1136 on FIG. 11, the current switch knows that it has created an NCID orhas received a valid NCID. In step 1402, the current switch accesses alocal database and gets the trunk group parameters associated with theterminating trunk group for transporting the call 202. After getting theparameters, the current switch proceeds to step 1404. In step 1404, thecurrent switch determines the terminating trunk group type. If theterminating trunk is an ISUP trunk, the current switch proceeds to step1408. In step 1408, the current switch analyzes the parametersassociated with the ISUP trunk type to determine whether or not todeliver the NCID to the next switch. If the current switch is authorizedto deliver the NCID, the current switch proceeds to step 1416. In step1416, the current switch transports the call to the next switch alongwith a SS7 initial address message (IAM). The NCID is transported aspart of the generic digits parameter of the IAM. The IAM contains setupinformation for the next switch which prepares the next switch to acceptand complete the call 202. The format of the generic digits parameter isshown below in Table 306:

Generic Digits Parameter:

Code: 11000001

Type: 0

TABLE 306 Byte #, Bit # Description byte 1, bits 0-4 Type of Digits:Indicates the contents of the parameter. This field has a binary valueof ‘11011’ to indicate that the parameter contains the NCID. byte 1,bits 5-7 Encoding Scheme: Indicates the format of the parametercontents. This field has a binary value of ‘011’ to indicate that theNCID is stored in the binary format. byte 2, bits 0-7 Originating SwitchID byte 3, bits 0-5 byte 3, bits 6-7 Originating Trunk Group byte 4,bits 0-7 byte 5, bits 0-3 byte 5, bits 4-7 Originating Port Number byte6, bits 0-7 byte 7, bits 0-6 byte 7, bit 7 Not Used byte 8, bits 0-7Timepoint 1 byte 9, bits 0-7 byte 10, bits 0-7 byte 11, bits 0-7 byte12, NCID Sequence Number bits 0-2 byte 12, Not Used bits 3-7

After transporting the call 202 and the IAM, the current switch proceedsto step 1418, thereby exiting the switch processing.

Referring again to step 1408, if the current switch is not authorized todeliver the NCID to the next switch in an IAM message, the currentswitch proceeds to step 1412. In step 1412, the current switchtransports the call 202 to the next switch under normal procedures whichconsists of sending an IAM message to the next switch without the NCIDrecorded as part of the generic digits parameter. After transporting thecall 202, the current switch proceeds to step 1418, thereby exiting theswitch processing.

Referring again to step 1404, if the current switch determines that theterminating trunk is not an ISUP, the current switch proceeds to step1406. In step 1406, the current switch determines if the terminatingtrunk group is an ISDN trunk (the terminating trunk group is dedicatedto one network customer). If the terminating trunk group is an ISDN, thecurrent switch proceeds to step 1410. In step 1410, the current switchanalyzes the parameters associated with the ISDN trunk group type todetermine whether or not to deliver the NCID to the next switch. If thecurrent switch is authorized to deliver the NCID, the current switchproceeds to step 1414. In step 1414, the current switch transports thecall to the next switch along with a setup message. The setup messagecontains setup information for the next switch which prepares the nextswitch to accept and complete the call 202. The NCID is transported aspart of the locking shift codeset 6 parameter of the setup message. Theformat of the locking shift codeset 6 parameter is shown below in Table307:

Locking Shift Codeset 6 Parameter:

Code: 11000001

Type: 0

TABLE 307 Byte #, Bit # Description byte 1, bits 0-4 Type of Digits:Indicates the contents of the parameter. This field has a binary valueof ‘11011’ to indicate that the parameter contains the NCID. byte 1,bits 5-7 Encoding Scheme: Indicates the format of the parametercontents. This field has a binary value of ‘011’ to indicate that theNCID is stored in the binary format. byte 2, bits 0-7 Originating SwitchID byte 3, bits 0-5 byte 3, bits 6-7 Originating Trunk Group byte 4,bits 0-7 byte 5, bits 0-3 byte 5, bits 4-7 Originating Port Number byte6, bits 0-7 byte 7, bits 0-6 byte 7, bit 7 Not Used byte 8, bits 0-7Timepoint 1 byte 9, bits 0-7 byte 10, bits 0-7 byte 11, bits 0-7 byte12, NCID Sequence Number bits 0-2 byte 12, Not Used bits 3-7

After transporting the call 202 and the setup message, the currentswitch proceeds to step 1418, thereby exiting the switch processing.

Referring again to step 1410, if the current switch determines that itdoes not have authority to deliver the NCID to the next switch in asetup message, the current switch proceeds to step 1412. In step 1412,the current switch transports the call 202 to the next switch undernormal procedures which consists of sending a setup message to the nextswitch without the NCID recorded as part of the locking shift codeset 6parameter. After transporting the call 202, the current switch proceedsto step 1418, thereby exiting the switch processing.

Referring again to step 1412, this step is also entered from step 1118on FIG. 11 when the current switch did not receive an NCID, is anintermediate or terminating switch, and is not authorized to create anNCID. In this case, in step 1412, the current switch also transports thecall 202 to the next switch under normal procedures which consists ofsending an IAM or setup message to the next switch without the NCIDrecorded as part of the parameter. After transporting the call 202, thecurrent switch proceeds to step 1418, thereby exiting the switchprocessing.

A system and method for the switches of a telecommunications network togenerate call records for telephone calls using a flexible andexpandable record format. Upon receipt of a telephone call, a switch inthe network analyzes the telephone call to determine whether the defaultcall record is sufficiently large to store call record informationpertaining to the telephone call, or whether the expanded call recordmust be used to store the call information pertaining to the telephonecall. After determining which call record to use, the switch generatesthe default or expanded call record. The switch sends a billing block,comprised of completed call records, to a billing center upon filling anentire billing block.

Introduction To A Callback Telephony System in Accordance with aPreferred Embodiment

In today's telephony environment, a caller must contact an operator toinitiate a conference call and/or have all parties dial a common numberto connect into a conference call. This requires the cost of a humanoperator and the inconvenience of dialing a predefined number to becarried as overhead of each conference call. It also makes it veryinefficient to schedule a conference call and assure that all partiesare available to participate. It also requires a dedicated number forall the parties to access to facilitate the call.

In accordance with a preferred embodiment, a callback system isfacilitated by a caller accessing a display from a computer and fillingout information describing the parameters of a call. Information such asthe date and time the call should be initiated, billing information, andtelephone numbers of parties to participate in the call could becaptured. Then, based on the information entered, a central ordistributed computing facility with access to the hybrid networktransmits e-mail in a note to each party required for the call copyingthe other parties to verify participation and calendar the event. Thee-mail would include any particulars, such as the password associatedwith the call and time the call would be commenced. The necessarynetwork facilities would also be reserved to assure the appropriateQuality of Service (QOS) would be available, and when the date and timerequested arrived, the call is initiated by contacting each of theparticipants whether they be utilizing a telephone attached to a PSTN ora voice capable apparatus (such as a computer or intelligent television)attached to the hybrid network. At any time during scheduling,initiation or duration of the call, any party could request operatorassistance by selecting that service from the display associated withthe call. Thus, a completely automated callback system is provided forcall setup and control.

For callers that utilize the callback system on a regular basis a customprofile is provided as an extension to the users existing profileinformation. The custom profile allows a user to store frequentconference call participants information. The profile containsparticipant's telephone numbers (which could be DDD, IDDD, IP Address orCellular phone number), E-mail address, paging service, fax number,secretary phone number, location, time zone, working hours and otherpertinent information that will be useful for initiating a call. Defaultprofiles based on company or organization needs are also enabled and canbe tailored to meet the needs of a particular user based on more globalinformation.

Billing information would also be provided online. A user could enter apre-arranged billing number or the ability to bill to a credit card ortelephone number. If billing to a telephone number, the system treatsthe call like a collect or third party call to verify billing.

If profile information were predefined for a particular call scenario,then another option would allow an immediate connection of a conferencecall or single call at the press of a button, much as speed dialing isperformed today except that more than one caller could be joined withoutintervention of the calling party, Internet callers are supported and anoperator can be joined as required.

Before describing this aspect of the present invention, a description ofinternet environment is presented.

Internet

The Internet is a method of interconnecting physical networks and a setof conventions for using networks that allow the computers they reach tointeract. Physically, the Internet is a huge, global network spanningover 92 countries and comprising 59,000 academic, commercial,government, and military networks, according to the GovernmentAccounting Office (GAO), with these numbers expected to double eachyear. Furthermore, there are about 10 million host computers, 50 millionusers, and 76,000 World-Wide Web servers connected to the Internet. Thebackbone of the Internet consists of a series of high-speedcommunication links between major supercomputer sites and educationaland research institutions within the U.S. and throughout the world.

Protocols govern the behavior along the Internet backbone and thus setdown the key rules for data communication. Transmission ControlProtocol/Internet Protocol (TCP/IP) has an open nature and is availableto everyone, meaning that it attempts to create a network protocolsystem that is independent of computer or network operating system andarchitectural differences. As such, TCP/IP protocols are publiclyavailable in standards documents, particularly in Requests for Comments(RFCs). A requirement for Internet connection is TCP/IP, which consistsof a large set of data communications protocols, two of which are theTransmission Control Protocol and the Internet Protocol.

The International Telecommunication Union-TelecommunicationStandardization Sector (“ITU-T”) has established numerous standardsgoverning protocols and line encoding for telecommunication devices.Because many of these standards are referenced throughout this document,summaries of the relevant standards are listed below for reference.

ITU G.711 Recommendation for Pulse Code Modulation of 3 kHz AudioChannels.

ITU G.722 Recommendation for 7 kHz Audio Coding within a 64 kbit/schannel.

ITU G.723 Recommendation for dual rate speech coder for multimediacommunication transmitting at 5.3 and 6.3 kbits.

ITU G.728 Recommendation for coding of speech at 16 kbit/s usinglow-delay code excited linear prediction (LD-CELP)

ITU H.221 Frame Structure for a 64 to 1920 kbit/s Channel in AudiovisualTeleservices

ITU H.223 Multiplexing Protocols for Low Bitrate Multimedia Terminals

ITU H.225 ITU Recommendation for Media Stream Packetization andSynchronization on non-guaranteed quality of service LANs.

ITU H.230 Frame-synchronous Control and Indication Signals forAudiovisual Systems

ITU H.231 Multipoint Control Unit for Audiovisual Systems Using DigitalChannels up to 2 Mbit/s

ITU H.242 System for Establishing Communication Between AudiovisualTerminals Using Digital Channels up to 2 Mbits

ITU H.243 System for Establishing Communication Between Three or MoreAudiovisual Terminals Using Digital Channels up to 2 Mbit/s

ITU H.245 Recommendation for a control protocol for multimediacommunication

ITU H.261 Recommendation for Video Coder-Decoder for audiovisualservices supporting video resolutions of 352×288 pixels and 176×144pixels.

ITU H.263 Recommendation for Video Coder-Decoder for audiovisualservices supporting video resolutions of 128×96 pixels, 176×144 pixels,352×288 pixels, 704×576 pixels and 1408×1152 pixels.

ITU H.320 Recommendation for Narrow Band ISDN visual telephone systems.

ITU H.321 Visual Telephone Terminals over ATM

ITU H.322 Visual Telephone Terminals over Guaranteed Quality of ServiceLANs

ITU H.323 ITU Recommendation for Visual Telephone Systems and Equipmentfor Local Area Networks which provide a non-guaranteed quality ofservice.

ITU H.324 Recommendation for Terminals and Systems for low bitrate(28.8Kbps) multimedia communication on dial-up telephone lines.

ITU T.120 Transmission Protocols for Multimedia Data.

In addition, several other relevant standards exist including:

ISDN Integrated Services Digital Network, the digital communicationstandard for transmission of voice, video and data on a singlecommunications link.

RTP Real-Time Transport Protocol, an Internet Standard Protocol fortransmission of real-time data like voice and video over unicast andmulticast networks.

IP Internet Protocol, an Internet Standard Protocol for transmission anddelivery of data packets on a packet switched network of interconnectedcomputer systems.

PPP Point-to-Point Protocol

MPEG Motion Pictures Expert Group, a standards body under theInternational Standards Organization(ISO), Recommendations forcompression of digital Video and Audio including the bit stream but notthe compression algorithms.

SLIP Serial Line Internet Protocol

RSVP Resource Reservation Setup Protocol

UDP User Datagram Protocol

The popularity of the TCP/IP protocols on the Internet grew rapidlybecause they met an important need for worldwide data communication andhad several important characteristics that allowed them to meet thisneed. These characteristics, still in use today, include:

1) A common addressing scheme that allows any device running TCP/IP touniquely address any other device on the Internet.

2) Open protocol standards, freely available and developed independentlyof any hardware or operating system. Thus, TCP/IP is capable of beingused with different hardware and software, even if Internetcommunication is not required.

Independence from any specific physical network hardware, allows TCP/IPto integrate many different kinds of networks. TCP/IP can be used overan Ethernet, a token ring, a dial-up line, or virtually any other kindsof physical transmission media.

An understanding of how information travels in communication systems isrequired to appreciate the recent steps taken by key players in today'sInternet backbone business. The traditional type of communicationnetwork is circuit switched. The U.S. telephone system uses such circuitswitching techniques. When a person or a computer makes a telephonecall, the switching equipment within the telephone system seeks out aphysical path from the originating telephone to the receiver'stelephone. A circuit-switched network attempts to form a dedicatedconnection, or circuit, between these two points by first establishing acircuit from the originating phone through the local switching office,then across trunk lines, to a remote switching office, and finally tothe destination telephone. This dedicated connection exists until thecall terminates.

The establishment of a completed path is a prerequisite to thetransmission of data for circuit switched networks. After the circuit isin place, the microphone captures analog signals, and the signals aretransmitted to the Local Exchange Carrier (LEC) Central Office (CO) inanalog form over an analog loop. The analog signal is not converted todigital form until it reaches the LEC Co, and even then only if theequipment is modern enough to support digital information. In an ISDNembodiment, however, the analog signals are converted to digital at thedevice and transmitted to the LEC as digital information.

Upon connection, the circuit guarantees that the samples can bedelivered and reproduced by maintaining a data path of 64 Kbps (thousandbits per second). This rate is not the rate required to send digitizedvoice per se. Rather, 64 Kbps is the rate required to send voicedigitized with the Pulse Code Modulated (PCM) technique. Many othermethods for digitizing voice exist, including ADPCM (32 Kbps), GSM (13Kbps), TrueSpeech 8.5 (8.5 Kbps), G.723 (6.4 Kbps or 5.3 Kbps) andVoxware RT29HQ (2.9 Kbps). Furthermore, the 64 Kbps path is maintainedfrom LEC Central Office (CO) Switch to LEC CO, but not from end to end.The analog local loop transmits an analog signal, not 64 Kbps digitizedaudio. One of these analog local loops typically exists as the “lastmile” of each of the telephone network circuits to attach the localtelephone of the calling party.

This guarantee of capacity is the strength of circuit-switched networks.However, circuit switching has two significant drawbacks. First, thesetup time can be considerable, because the call signal request may findthe lines busy with other calls; in this event, there is no way to gainconnection until some other connection terminates. Second, utilizationcan be low while costs are high. In other words, the calling party ischarged for the duration of the call and for all of the time even if nodata transmission takes place (i.e. no one speaks). Utilization can below because the time between transmission of signals is unable to beused by any other calls, due to the dedication of the line. Any suchunused bandwidth during the connection is wasted.

Additionally, the entire circuit switching infrastructure is builtaround 64 Kbps circuits. The infrastructure assumes the use of PCMencoding techniques for voice. However, very high quality codecs areavailable that can encode voice using less than one-tenth of thebandwidth of PCM. However, the circuit switched network blindlyallocates 64 Kbps of bandwidth for a call, end-to-end, even if onlyone-tenth of the bandwidth is utilized. Furthermore, each circuitgenerally only connects two parties.

Without the assistance of conference bridging equipment, an entirecircuit to a phone is occupied in connecting one party to another party.Circuit switching has no multicast or multipoint communicationcapabilities, except when used in combination with conference bridgingequipment.

Other reasons for long call setup time include the different signalingnetworks involved in call setup and the sheer distance causingpropagation delay. Analog signaling from an end station to a CO on a lowbandwidth link can also delay call setup. Also, the call setup datatravels great distances on signaling networks that are not alwaystransmitting data at the speed of light. When the calls areinternational, the variations in signaling networks grows, the equipmenthandling call setup is usually not as fast as modem setup and thedistances are even greater, so call setup slows down even more. Further,in general, connection-oriented virtual or physical circuit setup, suchas circuit switching, requires more time at connection setup time thancomparable connectionless techniques due to the end-to-end handshakingrequired between the conversing parties.

Message switching is another switching strategy that has beenconsidered. With this form of switching, no physical path is establishedin advance between the sender and receiver; instead, whenever the senderhas a block of data to be sent, it is stored at the first switchingoffice and retransmitted to the next switching point after errorinspection. Message switching places no limit on block size, thusrequiring that switching stations must have disks to buffer long blocksof data; also, a single block may tie up a line for many minutes,rendering message switching useless for interactive traffic.

Packet switched networks, which predominate the computer networkindustry, divide data into small pieces called packets that aremultiplexed onto high capacity intermachine connections. A packet is ablock of data with a strict upper limit on block size that carries withit sufficient identification necessary for delivery to its destination.Such packets usually contain several hundred bytes of data and occupy agiven transmission line for only a few tens of milliseconds. Delivery ofa larger file via packet switching requires that it be broken into manysmall packets and sent one at a time from one machine to the other. Thenetwork hardware delivers these packets to the specified destination,where the software reassembles them into a single file.

Packet switching is used by virtually all computer interconnectionsbecause of its efficiency in data transmissions. Packet switchednetworks use bandwidth on a circuit as needed, allowing othertransmissions to pass through the lines in the interim. Furthermore,throughput is increased by the fact that a router or switching officecan quickly forward to the next stop any given packet, or portion of alarge file, that it receives, long before the other packets of the filehave arrived. In message switching, the intermediate router would haveto wait until the entire block was delivered before forwarding. Today,message switching is no longer used in computer networks because of thesuperiority of packet switching.

To better understand the Internet, a comparison to the telephone systemis helpful. The public switched telephone network was designed with thegoal of transmitting human voice, in a more or less recognizable form.Their suitability has been improved for computer-to-computercommunications but remains far from optimal. A cable running between twocomputers can transfer data at speeds in the hundreds of megabits, andeven gigabits per second. A poor error rate at these speeds would beonly one error per day. In contrast, a dial-up line, using standardtelephone lines, has a maximum data rate in the thousands of bits persecond, and a much higher error rate. In fact, the combined bit ratetimes error rate performance of a local cable could be 11 orders ofmagnitude better than a voice-grade telephone line. New technology,however, has been improving the performance of these lines.

The Internet is composed of a great number of individual networks,together forming a global connection of thousands of computer systems.After understanding that machines are connected to the individualnetworks, we can investigate how the networks are connected together toform an internetwork, or an internet. At this point, internet gatewaysand internet routers come into play.

In terms of architecture, two given networks are connected by a computerthat attaches to both of them. Internet gateways and routers providethose links necessary to send packets between networks and thus makeconnections possible. Without these links, data communication throughthe Internet would not be possible, as the information either would notreach its destination or would be incomprehensible upon arrival. Agateway may be thought of as an entrance to a communications networkthat performs code and protocol conversion between two otherwiseincompatible networks. For instance, gateways transfer electronic mailand data files between networks over the internet.

IP Routers are also computers that connect networks and is a newer termpreferred by vendors. These routers must make decisions as to how tosend the data packets it receives to its destination through the use ofcontinually updated routing tables. By analyzing the destination networkaddress of the packets, routers make these decisions. Importantly, arouter does not generally need to decide which host or end user willreceive a packet; instead, a router seeks only the destination networkand thus keeps track of information sufficient to get to the appropriatenetwork, not necessarily the appropriate end user. Therefore, routers donot need to be huge supercomputing systems and are often just machineswith small main memories and little disk storage. The distinctionbetween gateways and routers is slight, and current usage blurs the lineto the extent that the two terms are often used interchangeably. Incurrent terminology, a gateway moves data between different protocolsand a router moves data between different networks. So a system thatmoves mail between TCP/IP and OSI is a gateway, but a traditional IPgateway (that connects different networks) is a router.

Now, it is useful to take a simplified look at routing in traditionaltelephone systems. The telephone system is organized as a highlyredundant, multilevel hierarchy. Each telephone has two copper wirescoming out of it that go directly to the telephone company's nearest endoffice, also called a local central office. The distance is typicallyless than 10 km; in the U.S. alone, there are approximately 20,000 endoffices. The concatenation of the area code and the first three digitsof the telephone number uniquely specify an end office and help dictatethe rate and billing structure.

The two-wire connections between each subscriber's telephone and the endoffice are called local loops. If a subscriber attached to a given endoffice calls another subscriber attached to the same end office, theswitching mechanism within the office sets up a direct electricalconnection between the two local loops. This connection remains intactfor the duration of the call, due to the circuit switching techniquesdiscussed earlier.

If the subscriber attached to a given end office calls a user attachedto a different end office, more work has to be done in the routing ofthe call. First, each end office has a number of outgoing lines to oneor more nearby switching centers, called toll offices. These lines arecalled toll connecting trunks. If both the caller's and the receiver'send offices happen to have a toll connecting trunk to the same tolloffice, the connection may be established within the toll office. If thecaller and the recipient of the call do not share a toll office, thenthe path will have to be established somewhere higher up in thehierarchy. There are sectional and regional offices that form a networkby which the toll offices are connected. The toll, sectional, andregional exchanges communicate with each other via high bandwidthinter-toll trunks. The number of different kinds of switching centersand their specific topology varies from country to country, depending onits telephone density.

Using Network Level Communication for Smooth User Connection

In addition to the data transfer functionality of the Internet, TCP/IPalso seeks to convince users that the Internet is a solitary, virtualnetwork. TCP/IP accomplishes this by providing a universalinterconnection among machines, independent of the specific networks towhich hosts and end users attach. Besides router interconnection ofphysical networks, software is required on each host to allowapplication programs to use the Internet as if it were a single, realphysical network.

The basis of Internet service is an underlying, connectionless packetdelivery system run by routers, with the basic unit of transfer beingthe packet. In internets running TCP/IP, such as the Internet backbone,these packets are called datagrams. This section will briefly discusshow these datagrams are routed through the Internet.

In packet switching systems, routing is the process of choosing a pathover which to send packets. As mentioned before, routers are thecomputers that make such choices. For the routing of information fromone host within a network to another host on the same network, thedatagrams that are sent do not actually reach the Internet backbone.This is an example of internal routing, which is completelyself-contained within the network. The machines outside of the networkdo not participate in these internal routing decisions.

At this stage, a distinction should be made between direct delivery andindirect delivery. Direct delivery is the transmission of a datagramfrom one machine across a single physical network to another machine onthe same physical network. Such deliveries do not involve routers.Instead, the sender encapsulates the datagram in a physical frame,addresses it, and then sends the frame directly to the destinationmachine.

Indirect delivery is necessary when more than one physical network isinvolved, in particular when a machine on one network wishes tocommunicate with a machine on another network. This type ofcommunication is what we think of when we speak of routing informationacross the Internet backbone. In indirect delivery, routers arerequired. To send a datagram, the sender must identify a router to whichthe datagram can be sent, and the router then forwards the datagramtowards the destination network. Recall that routers generally do notkeep track of the individual host addresses (of which there aremillions), but rather just keeps track of physical networks (of whichthere are thousands). Essentially, routers in the Internet form acooperative, interconnected structure, and datagrams pass from router torouter across the backbone until they reach a router that can deliverthe datagram directly.

The changing face of the internet world causes a steady inflow of newsystems and technology. The following three developments, each likely tobecome more prevalent in the near future, serve as an introduction tothe technological arena.

Asynchronous Transfer Mode (ATM) is a networking technology using ahigh-speed, connection-oriented system for both local area and wide areanetworks. ATM networks require modem hardware including:

1) High speed switches that can operate at gigabit (trillion bit) persecond speeds to handle the traffic from many computers.

2) Optical fibers (versus copper wires) that provide high data transferrates, with host-to-ATM switch connections running at 100 or 155 Mbps(million bits per second).

3) Fixed size cells, each of which includes 53 bytes.

ATM incorporates features of both packet switching and circuitswitching, as it is designed to carry voice, video, and televisionsignals in addition to data. Pure packet switching technology is notconducive to carrying voice transmissions because such transfers demandmore stable bandwidth.

Frame relay systems use packet switching techniques, but are moreefficient than traditional systems. This efficiency is partly due to thefact that they perform less error checking than traditional X.25packet-switching services. In fact, many intermediate nodes do little orno error checking at all and only deal with routing, leaving the errorchecking to the higher layers of the system. With the greaterreliability of today's transmissions, much of the error checkingpreviously performed has become unnecessary. Thus, frame relay offersincreased performance compared to traditional systems.

An Integrated Services Digital Network is an “internationaltelecommunications standard for transmitting voice, video, and data overdigital lines,” most commonly running at 64 kilobits per second. Thetraditional phone network runs voice at only 4 kilobits per second. Toadopt ISDN, an end user or company must upgrade to ISDN terminalequipment, central office hardware, and central office software. Theostensible goals of ISDN include the following:

1) To provide an internationally accepted standard for voice, data andsignaling;

2) To make all transmission circuits end-to-end digital;

3) To adopt a standard out-of-band signaling system; and

4) To bring significantly more bandwidth to the desktop.

An ISP is composed of several disparate systems. As ISP integrationproceeds, formerly independent systems now become part of one largerwhole with concomitant increases in the level of analysis, testing,scheduling, and training in all disciplines of the ISP.

Internet-Based Callback Architecture

The following information discusses the detailed architecture of aninternet-based callback architecture in accordance with a preferredembodiment. A block diagram of the architecture is illustrated in Figure114 in accordance with a preferred embodiment. The callback call flowcommences when a caller 11412 calls into a local internet serviceprovider 11419 as illustrated in Figure 114 at 11410. The calleraddresses the callback server 11414 to access the callback home page11411 through the internet 11419, shown as an internet cloud labeledBasic Internet Protocol Platform 11419. At the callback server home page11411, the caller enters, sees and/or updates default information suchas: callback Internet Protocol (IP) address, call-to phone number (ormultiple phone numbers to initiate a conference call) and charge-tomethod at a minimum. Other information, such as one or more numberscomprising entry of a Direct Distance Dialing (DDD), InternationalDirect Distance Dialing (IDDD) or an Internet Protocol (IP) address canbe utilized to specify a phone number or internet computer with voicecapability. In addition, a date and time can be prearranged for stagingthe callback operation. Additional information that can be captured atthe callback server home page 11411 is detailed below in specificexamples designed to elaborate and clarify in accordance with apreferred embodiment.

Then, at 11420, the callback server 11414 send a message to the callbackswitch 11432 with the appropriate calling information, and the callbackswitch 11432 initiates the callback leg as shown by step 11430 of thecall through the Public Service Telephony Network (PSTN) 11435 to thedestination specified by the caller whereby the callback caller answersthe incoming call to 11437. Once the caller end of the call is prepared,then the callback switch initiates call-to call leg(s) which connect thecall through path 11440 through PSTN 11445 to telephone set 11446 and/or11447. Once all of the callers have been connected, then when the statusof the call changes, an exception condition is indicated on the displayif it is an IP call, or an audio indicia of the condition is transmittedto the callers if they are utilizing a standard telephony device. Achange in status could be a caller hanging up or a glitch occurring inthe transmission. The exception conditions are also captured for qualityof service analysis.

When the call is initiated utilizing the information entered into thecallback server home page 11411, as part of the initialization of thecallback session, a separate temporary webpage is created which isaccessible to all members of the callback via a password selected by theinitiator of the callback session. While all of the callers are beingconnected and throughout the duration of the telephony experience, thestatus of the call leg changes, and exception conditions, are indicatedon the temporary created status webpage, or an audio indicia, whereappropriate, of the condition is transmitted to the callers if they areutilizing a standard telephony device. Then, as callers are connected,removed, or change status, the display is updated to reflect the statusof each participant's connection. In addition, as the call progresses,participants can drag and drop files, video clips or any otherinformation which would be utilized as collaborative material during thecall. Each participant would be required to move information to theirpersonal computer before the call terminated, since the webpage istemporary and is deleted upon termination of the call. The temporarywebpage is password protected to avoid unauthorized access to theinformation contained in the webpage.

Callback Service Potential

The callback service includes support for one-to-one calling,one-to-many calling (conference calling, fax broadcast, text-to-speechmessage delivery, voice-to-voice message delivery, conference callreservation whereby the server sends E-mails to call-to participantswith the conference call details, the server sends fax to call-toparticipants, or the server sends a text-to-speech message to call-toparticipants.

Internet Service Potential

Real-time view of the status of each conference call participant, ANIand an alphanumeric representation to identify each participant enteredby the initiator when a call is “reserved” can be displayed on screen asparticipants connect to conference.

This information is captured as part of the call record set forthearlier and detailed in the appendix.

In an alternative embodiment, a conference call without callback leg isenabled. In this embodiment, a callback customer participates through aVoice Over Network (VON) application utilizing a computer with voicecapability, and can initiate a video screen popup on the computerdisplay for manual operator assistance as detailed above in thedescription of a video operator.

Internet-Based Callback Architecture

In an internet based callback architecture as illustrated in Figure 115,the callback caller dials into a local internet service provider 11512.Then, the caller addresses the host server 11514 containing the callbackhome page 11510→11511. At the callback server home page 11511, thecaller enters the information described earlier including a callbackInternet Protocol (IP) address, call-to phone number (or multiple phonenumbers to initiate a conference call) and charge-to method at aminimum. Then, for the callback call flow to initiate the call, thecallback server 11514, where the callback server home page 11511 islocated, transmits a message to the callback switch 11532 with thenecessary calling information generated from the callback home page11511. Finally, the callback switch 11532, establishes an internet voicesession with the callback caller utilizing the internet service provider11512 to establish a voice IP session with the initiating client 11535.The callback switch 11511 then initiates the call-to call leg(s) routingthe call 11540 out over the public service telephony network 11541 to atelephone set 11542.

Self-Regulating System

An expert system monitors each call in accordance with a preferredembodiment. The system includes rules that define what logic to executewhen an exception occurs. The rules include specialized processing basedon whether the call is routed via a PSTN or the internet. In addition,the system includes a default connection to a manual operator if noother correction of the connection is available. For example, if acaller hangs up during a teleconference and other callers are stillconnected, an exception message is sent to each of the still connectedcallers informing them of the status change. Another aspect of theexpert system is to ensure quality of service (QOS) and produce reportsindicating both integrity and exceptions. Scheduling of resources istied to this expert system, which regulates whether calls can bescheduled based on available or projected resources at the time of theproposed call. For example, since all calls used by this system areinitiated by the callback switch (item 11432 in Figure 114 and item11532 in Figure 115), if there are insufficient outgoing trunk portsduring the period of time that a callback subscriber requests, then thecallback subscriber is prompted to select another time or denied accessto the resources for that time. This is utilized to predict whenadditional ports and/or resources are required.

Fault Management

The NGN operations architecture specifies the points of insertion andcollections for network wide events that feed the Fault Managementsystems. Since the components of the packet portion of the hybrid NGNinfrastructure are in most cases manageable by SNMP or some otherstandard management protocol the major challenges are the following:

1. Correlation of the events from the packet infrastructure with theCore circuit-based network events to provide the operators with aseamless service oriented view of the overall health of the network;

2. Event gathering and interpretation from the Core circuit networkelements; and

3. Mediation and standardization of the network messages to aidprocessing by the network management framework of the NGN.

The network management components of the NGN provide comprehensivesolutions to address these challenges. Correlation is provided by theuse of rules based inference engines. Event gathering and interpretationis typically performed by custom development of software interfaceswhich communicate directly with the network elements, process raw eventsand sort them by context prior to storing them. For example, alarmsversus command responses. The mediation and standardization challenge isaddressed by using a comprehensive library of all possible message typesand network events categorize the numerous messages that the NGNgenerates.

FIG. 15A is a flowchart showing a Fault Management Process 1550 inaccordance with a preferred embodiment of the present invention. TheFault Management Process 1550 begins with a transmitting step 1552. Instep 1552, data is transmitted over the hybrid network, including videoand mixed audio information. The data transmission generally makes fulluse of the hybrid networks mixed circuit-switched an packet-switchedcomponents. As discussed above, the hybrid network includesapproximately all the advantages of a packet based network while stillmaking use of the older circuit-switched components already in place.The system is able to do this by correlating events raised by both thecircuit-switched and packet-switch network elements, as discussed laterin relation to event and correlating steps 1554 and 1556.

In a circuit-switched event gathering step 1554, an event is obtainedfrom a circuit-switched based network element. As discussed above, eventgathering and interpretation is typically performed by custom developedsoftware interfaces which communicate directly with the networkelements, process raw network events, and sort the events by contextprior to storing them. After obtaining the events, the events arecorrelated in a correlation step 1556.

In a correlation step 1556, the event gathered in step 1554 iscorrelated with a second event obtained from a packet-switched networkelement. As with circuit-switched network elements, packet-switchedevent gathering and interpretation is typically performed by customdeveloped software interfaces which communicate directly with thenetwork elements, process raw network events, and sort the events bycontext prior to storing them. As discussed above, the correlation ispreferably provided by a rules based inference engine. After the eventsare correlated, a fault message is created in a fault message step 1558.

In a fault message step 1558, a fault message is created based on thecorrelated first and second events obtained in steps 1554 and 1556.Preferably the fault message is created utilizing a comprehensivelibrary of all possible message types and network events whichcategorizes the numerous messages that the hybrid network generates.

FIG. 15B is a block diagram showing a Fault Management component 1500 inaccordance with a preferred embodiment of the present invention. TheFault Management component 1500 records failures and exceptions innetwork devices (e.g. network routers or UNIX servers) and performs thefollowing operations:

1) performs root-cause correlation of the failures and exceptions;

2) immediately takes corrective and/or informative actions such assending a page, logging a help desk ticket, sending an electronic mailmessage, or calling a resolution script;

3) stores the information into a Database Component for later analysisby the Reporting Component; and

4) allows real time viewing of faults in a network map and network eventviews.

The Fault Management component 1500 includes the following elements:

UNIX Servers 1502—Any UNIX Server with BMC Patrol clients loaded.

NT Servers 1504—Any NT Server with BMC Patrol clients loaded.

SNMP Devices 1506—Any SNMP manageable device.

HP OV Network Node Manager (Collector Component) 1508—HP OpenViewNetwork Node Manager is one product which performs several functions. Inthis context it is it is responsible for receiving performanceinformation from BMC Patrol clients via BMC Patrol View.

Seagate NerveCenter 1510—In a fault management context, SeagateNerveCenter performs root-cause correlation of faults and events acrossthe network.

HP OV Network Node Manager Network Map 1512—HP OpenView Network NodeManager is one product which performs several functions. In this contextit is responsible for maintaining and displaying the node level networkmap of the network the MNSIS architecture monitors.

HP OV Network Node Manager 1514—HP OpenView Network Node Manager is oneproduct which performs several functions. In this context it is it isresponsible for receiving and displaying all events, regardless of theirsource.

Netcool HP OV NNM Probe 1516—An Omnibus Netcool probe which is installedon the same system as HP OV Network Node Manager and forwards events tothe Omnibus Netcool Object Server.

Micromuse Internet Service Monitors 151—An Omnibus Netcool suite ofactive probes (monitors) which monitor internet services such as FTP,POP3, SMTP, NNTP, DNS, HTTP, and RADIUS. These monitors collectavailability and performance data and forward the information as alertsto the Omnibus Netcool Object Server.

Netcool Object Server 1520—The Omnibus Netcool Object Server is areal-time memory resident database which stores all current events(alerts). The events are viewable by operations personnel using a numberof event lists and views, all of which are highly customizable by eachoperator.

Notification Spooler 1522—A custom provided sub-component which spoolsjob-files that specify which events have occurred for possiblenotifications.

Spooled Job 1524—Each spooled job represents a specific event that wasreceived by the Netcool Object Server and may need to result in one ormore notification actions. Each job is stored as a file in a specialnotification spool directory.

Notification Actor 1526—A custom provided sub-component which determinesthe alert time, source node, and alert type from the loaded spooled joband initiates notification actions based as specified in theconfiguration file. Notification actions include alphanumeric pages,trouble tickets, email, and resolution scripts. Multiple notificationactions can be specified in the configuration files such that differentactions are taken for different alert times, source nodes, and/or alerttypes. Default actions are also supported.

Alphanumeric Page 1528—An alphanumeric page sent using Telamon TelAlertvia modem dialing the relevant paging provider. The alphanumeric pagemessage provides contextual notification of actions to be performed.Context can include any information but frequently contains informationsuch as the device name, problem description, and priority.

Electronic Mail Message 1530—An internet mail message send using theUNIX mail utility. The mail message is frequently used to providenon-urgent notification of situations or actions automatically performedby the MNSIS architecture along with detailed context.

Local Script Execution 1532—Initiates any local script on the machine,which may initiate scripts or applications on other machines.

Remedy Gateway 1534—The Omnibus Netcool Remedy Gateway automaticallyreads alerts in the Netcool Object Server and opens tickets withinRemedy as customized by the user. The Remedy trouble ticket ID isreturned to the Omnibus and can be viewed as further reference.

Remedy 1536—Remedy Action Request System, a trouble ticketing system.

Oracle Gateway 1538—The Omnibus Netcool Oracle Gateway automaticallyreads alerts in the Netcool Object Server and logs records within Oracleas customized by the user.

Oracle 1540—Oracle is a relational database management system.

Generate Time Key Script 1542—Script which generates New Time Recordsfrom alerts in the Netcool Object Server.

New Time Records 1544—Time records corresponding to new alerts inNetcool Object Server which need to be added to the Oracle time tables.

SQL Loader Script 1546—A custom script which automatically loads recordsinto Oracle via SQL Loader Direct Load.

Proactive Threshold Manager

The Proactive Threshold Manager is an automated network manager thatforewarns service providers of a chance that a service level agreementto maintain a certain level of service is in danger of being breached.

The Proactive Threshold Manager provides real-time threshold analysis(that is, it continuously monitors for plan thresholds that have beenexceeded) using algorithms. It receives call detail records from theServer and returns alarms which may be retrieved and examined using anNGN workstation. The threshold manager resides on an NGN hybrid networkcomputer.

A threshold generally is a number which, when exceeded, generates analarm in the Proactive Threshold Manager indicating possible breach of aservice level agreement. Thresholds may be specified for the time of dayand/or the day of the week. Furthermore, a threshold may be applied toeach category for which the Proactive threshold manager keeps counts,including the number of short-duration calls, long-duration calls, andcumulative minutes.

When an alarm is generated by the Proactive Threshold Manager, it isalso prioritized. The priority is a multiple of the number of times athreshold has been exceeded. For example, if the threshold was 10 andthe relevant count has reached 50, then the priority of the alarm is 5(50.div.10).

Each alarm is available to an NGN hybrid network analyst via an NGNWorkstation. The workstation is a PC with access to a Server andretrieves the next available alarm of the highest priority. The analystinvestigates the alarm data and, if a service level agreement breach issuspected, notifies the provider and suggests appropriate actions tostop the breach.

FIG. 16A is a flowchart showing a Proactive Threshold Management Process1600 in accordance with a preferred embodiment of the present invention.The process begins with a monitoring step 1602. In step 1602, theProactive Threshold Manager monitors the NGN hybrid network. TheProactive Threshold Manager generally monitors the network at all timesto ensure proper service is provided to subscribers of the network, byassisting service providers in maintaining a proper level of service.

In a minimum level determination step 1604, the Proactive ThresholdManager determines the minimum level of service needed to avoidbreaching subscriber service level agreements. Service level agreementinformation is generally provided to the Proactive Threshold Manager bythe rules database which contains most pertinent subscriber information.

In a sensing step 1606, the Proactive Threshold Manager senses thecurrent level of service which is being provided to customers. Protocolconverters assist the Proactive Threshold Manager in communicating withvarious components of the system. Protocol converters are able totranslate information between the packet-switched an circuit-switchedsystem components, thus allowing the Proactive Threshold Manager tocommunicate with all the components of the hybrid system.

In a comparing step 1608, the Proactive Threshold Manager compares thecurrent level of service, sensed in step 1606, with the minimum level ofservice, determined in step 1604, to determine where the current levelof service is in relation to the minimum level service which needs to beprovided to subscribers.

In an alarm step 1610, the Proactive Threshold Manager provides anindication or alarm to the service provider if the current level ofservice is within a predetermined range with respect to the minimumlevel of service. The threshold is preferably chosen such that theservice provider is allowed enough time to cure the service levelproblem before the minimum service level is reached and the subscriber'sservice level agreement breached.

FIG. 16B is a flowchart showing a Network Sensing Process 1620 inaccordance with one embodiment of the present invention. The NetworkSensing Process 1620 begins with an element monitoring step 1622. Instep 1622, custom developed element software monitors the individualnetwork elements and generates events based on hardware occurrences,such as switch failures. Typically, the various elements that make upthe hybrid network are very different from one another. Thus, customsoftware is generally needed for each network element or group ofrelated network elements. The custom developed software communicatesdirectly with the hardware and generates events when various occurrencesrelated to the individual hardware happens. For example, when a hardwareelement fails, the related element software senses the failure andgenerates an event indicating the hardware failure and the generalnature of the failure. The events are then routed to an element mangerto processed.

In an event processing step 1624, events generated in step 1622 arefiltered, aggregated, and correlated by an element manager. The elementmanager is where the primary data reduction functions reside. Theelement manager filters, aggregates, and correlates the events tofurther isolate problems within the network. Any information that isdeemed critical to monitor and manage the network is translated intostandard object format in a translation step 1626.

In a translation step 1626, information from step 1624 that is deemedcritical to monitor and manage the network is translated into a standardobject format. Generally, typical operational events are only logged andnot translated into standard object format. However, criticalinformation, such as hardware failure, is translated and forwarded tothe Information Services Manager in an information provisioning step1628.

In an information provisioning step 1628, information from step 1626 isreceived by the Information Services Manager and forwarded to theProactive Threshold Manager. The Information Services Manager providesthe data management and data communications between the element managerand other system components. Generally, the Information Services Manageradheres to CORBA standards to provide universal information access by anobject request broker. The object request broker allows the InformationServices Manager to share management information stored in distributeddatabases. The Proactive Threshold Manager uses the information providedby the Information Services Manger to determine a current level ofservice and compare the current level of services with the minimum levelof service that the service provider can provide without violating SLAs.

Element Management

As discussed above, the element manager works with the InformationServices Manager and the Presentation Manager to assist in themanagement of the hybrid network system. The three components arebriefly described below to provide context for the detailed discussionof the element manager that follows.

Element Manager

The element manager communicates with the network elements to receivealarms and alerts through trapping and polling techniques. The elementmanager is the layer where the primary data reduction functions reside.At this layer, events received at the element manager will be filtered,aggregated and correlated to further isolate problems within thenetwork. Information that is deemed critical to monitor and manage thenetwork is translated into a standard object format and forwarded to theInformation Services Manager. An element manager can be, but is notnecessarily, software which adheres to open standards such as the SimpleNetwork Management Protocol (SNMP) and the Object Management Group's(OMG) Common Object Request Broker Architecture (CORBA).

Information Services Manager

The information services manager provides the data management and datacommunications between element managers and presentation managers. Allinformation forwarded from the element managers is utilized by theinformation services manager to provide information to the networkoperators. The information services manager adheres to CORBA standardsto provide ubiquitous information access via an object request broker(ORB). The ORB allows the information services manager to sharemanagement information stored in distributed databases.

The information services manager stores critical management informationinto operational (real-time) and analytical (historical) distributeddatabases. These databases provide common data storage so that newproducts can be easily inserted into the management environment. Forexample, if an event is received at an element manager that is deemedcritical to display to a network user, the information services managerwill store a copy of the alarm in the operational database and thenforward the alarm to the appropriate network operator.

Media and textual databases are also provided by the informationservices manager. The databases includes online manuals foradministrative purposes, as well as for the maintenance specialists toaccess element specific information. The databases also provideprocedures, policies and computer based training to network users.

The information services manager provides requested information(real-time and historical) to the network users via the presentationmanager.

Presentation Manager

The presentation manager performs the function its name implies: thepresentation of the information to an end user. Because differentlocations and job functions require access to different types ofinformation, there are at least two types of display methods. The firstis for graphic intensive presentations and the second is for nomadicuse, such as field technicians. The first environment requires a graphicintensive display, such as those provided by X-Windows/MOTIF. The secondenvironment is potentially bandwidth poor where dial-up or wirelessaccess may be used along with more traditional LAN access. This is alsowhere browser technology is employed.

The Element Management Aspect of the present invention works inconjunction with other components of the system, such as FaultManagement, to provide communication between the various networkelements of the system.

FIG. 17 is a flowchart showing an Element Management Process 1700 inaccordance with a preferred embodiment of the present invention. TheElement Management Process 1700 begins with a monitoring step 1702. Instep 1702, the Element Manager monitors the system for events generatedby network elements. Generally, the Element Manager continuouslymonitors the system to translate events for other system components,such as the Fault Management Component.

In an event receiving step 1704, the Element Manager receives eventsfrom various network elements. Preferably the events are provided bycustom software interfaces which communicate directly with networkelements. The software interfaces preferably process the raw networkevents and sort them by context prior to providing the events to theElement Manager.

In a filtering and correlating step 1706, the Element Manager filtersand correlates the events received in step 1704. Preferably thecorrelation is provided by a rules based inference engine. Aftercollecting and correlating the events, the Element Manager performs atranslation step 1708. In step 1708, the events correlated in step 1706are translated into standard object format. Generally a comprehensivelibrary of all message types generated by the hybrid system is utilizedto translate the correlated events into standard object format. Once theevents are translated, they are ready for use by other systemcomponents, such as Fault Management or Billing.

Customer Support Structure

The organization model for customer service support in the NGN networkprovides a single point of contact that is customer focused. This singlepoint of contact provides technical expertise in resolving customerincidents, troubles and requests. Generally a three tiered supportstructure is greatly increases customer satisfaction in service needs.Each tier, or level, possess an increased level of skill, with tasks andresponsibilities distributed accordingly.

FIG. 18 is a flowchart showing a Three Tiered Customer Support Process1800 in accordance with a preferred embodiment of the present invention.The Three Tiered Customer Support Process 1800 begins with a First Tierstep 1802. In step 1802, a customer with a hybrid network problem isprovided access to customer support personnel having a broad set oftechnical skills. The broad set of technical skills allows this group tosolve about 60-70% of all hybrid network problems. If the customersnetwork problem is solved at this stage, the process ends. However, ifthe customers network problem is not solved at this stage, the processcontinues to a Second Tier step 1804.

In the Second Tier step 1804, the customer is provided access totechnical experts and field support personnel who may specialize inspecific areas. The greater specialized nature of this group allows itto solve many problems the group in step 1802 could not solve. Thisgroup is generally responsible for solving 30-40% of all hybrid networkproblems. If the customers network problem is solved at this stage, theprocess ends. However, if the customers network problem is not solved atthis stage, the process continues to a Third Tier step 1806.

In the Third Tier step 1806, the customer is provided access to solutionexperts who are often hardware vendors, software vendors, or customerapplication development and maintenance teems. Customer network problemsthat get this far in the customer support process 1800 need individualspossessing in-depth skills to investigate and resolve the difficultproblems with there area of expertise. Solution experts are the lastresort for solving the most difficult problems. Typically this groupsolves about 5% of all hybrid network problems.

The above model is generally referred to as the Skilled Model becausepersonnel at all three tiers are highly skilled. This model generallycreates a high percentage of calls resolved on the first call. Otherapproaches include a Functional Model, and a Bypass Model. In theFunctional Model users are requested to contact different areasdepending on the nature of the incident. Calls are routed to thecustomer support representative best able to handle the call. This modelcan easily be coupled with the Skill Model above. In the Bypass ModelFirst Tier only logs calls, they do not resolve calls. One advantage ofthis model is that skilled resources don't have to waste time loggingcalls.

In more detail, a customer calling a customer support center inaccordance with one embodiment of the present invention is first asked aseries of questions by an interactive voice response (IVR) system or anlive operator. The customer uses Touch-Tone keys on the telephone torespond to these queries from the IVR, or responds normally to a liveoperator.

When a product support engineer becomes available, the previouslygathered information (both from the IVR query responses and thediagnostic information solicited from the system problem handlers andelement managers) is available to the product support engineer.

After reviewing the situation with the customer, the product supportengineer can query the customer's computer via support agents foradditional information, if necessary.

In systems according to the preferred embodiment, the customer spendsless time interacting with a product support engineer, and is relievedof many of the responsibilities in diagnosing and resolving problems.Automated diagnoses and shorter customer interactions save the productsupport center time, resources, and money. At the same time, thecustomer receives a better diagnosis and resolution of the problem thancould usually be achieved with prior art product support techniques.

In addition, one embodiment of the present invention makes the Interneta viable alternative to telephone calls as a tool for providing consumerproduct support. Many on-line computer services, such as Prodigy andAmerica On-Line, provide, for a fee as a part of their on-line service,software for connecting to and accessing the Internet.

The Internet access software accesses and “handshakes” with an “InternetEntry Server”, which verifies the PIN number, provides the access andtimes the user's access time. The Internet Entry Server is programmed torecognize the PIN number as entitling the user to a limited prepaid or“free” Internet access time for on-line help services. Such a timeperiod could be for a total time period such as 1 hour or more, oraccess to on-line help services can be unlimited for 90 days, 6 months,etc., for example, with the access time paid for by the sponsor/vendor.The first time a customer uses the on-line help service, the InternetEntry Server performs a registration process which includes a number ofpersonal questions and custom data gathering in the form of queriesprovided by the sponsor/vendor for response by the user.

The pertinent answers are then immediately provided to thesponsor/vendor. The Internet Entry Server then “hot-links” the customerto the sponsor/vendor's Internet domain or Home Page for a mandatory“guided tour” where the user is exposed to any current product promotionby the sponsor/vendor and can download promotional coupons, productinformation, etc. After this mandatory guided tour is completed, thecustomer is allowed to enter queries for help in installing or using thesponsor/vendor's product. As an optional promotional service, upontermination of the on-line help session, access to other information onthe Internet can be provided. Once the “free” on-line help service timeor time period is up, the Internet Entry Server prompts the user withone or more of a plurality of options for extending the availability ofon-line help. For example, the user can be prompted to enter a creditcard number to which on-line help charges can be charged; he or she canbe given the opportunity to answer additional survey information inreturn for additional “free” on-line help; or a 900 subscriber paidtelephone access number can be provided through which additional on-linehelp will be billed via the normal telephone company 900 billing cycles.

Integrated IP Telephony User Interface

One embodiment of the present invention allows a user of a webapplication to communicate in an audio fashion in-band without having topick up another telephone. Users can click a button and go to a callcenter through a hybrid network using IP telephony. The system invokesan IP telephony session simultaneously with the data session, and usesan active directory lookup whenever a person uses the system.

FIG. 19 is a flowchart showing an integrated IP telephony process 1900in accordance with a preferred embodiment of the present invention. TheIP telephony process 1900 begins with a transmitting step 1902. In step1902, data is transmitted over the hybrid network during a data session.This data session is typically a normal Internet browsing session, andis generally initiated by a web browser. Utilizing a web browser, usersbegin the data session by performing actions such as searching for websites or downloading data from Internet sites. During the data session,the present invention allows users the option to initiate phone callswithout the need to use another telephone.

In a telephony step 1904, the present invention allows users to initiateand continue telephonic communication. The telephonic is routed by auser action in step 1906, when a user selects a phone number to call.Telephone numbers are typically included in a telephone directoryaccessible on screen by the user. In addition, the directory may includeicons which provide a highly recognizable visual mnemonic to allow usersto easily recall the information included in a particular directoryentry. The present invention utilizes the routing information to directthe call. Since both the original data from the data session and the newIP telephony data use Internet protocol, the present invention canprovide a seamless integration of the two, to provide virtuallysimultaneous telephonic and non-telephonic data communication. Theavailability of packet switching elements in the hybrid networkfacilitate this process.

In packet switching networks, packets in the form of units of data aretransmitted from a source—such as a user terminal, computer, applicationprogram within a computer, or other data handling or data communicationdevice—to a destination, which may be simply another data handling ordata communication device of the same character. The devices themselvestypically are referred to as users, in the context of the network.Blocks or frames of data are transmitted over a link along a pathbetween nodes of the network. Each block consists of a packet togetherwith control information in the form of a header and a trailer which areadded to the packet as it exits the respective node. The headertypically contains, in addition to the destination address field, anumber of subfields such as operation code, source address, sequencenumber, and length code. The trailer is typically a technique forgenerating redundancy checks, such as a cyclic redundancy code fordetecting errors. At the other end of the link, the receiving nodestrips off the control information, performs the requiredsynchronization and error detection, and reinserts the controlinformation onto the departing packet.

Packet switching arose, in part, to fulfill the need for low cost datacommunications in networks developed to allow access to host computers.Special purpose computers designated as communication processors havebeen developed to offload the communication handling tasks which wereformerly required of the host. The communication processor is adapted tointerface with the host and to route packets along the network;consequently, such a processor is often simply called a packet switch.Data concentrators have also been developed to interface with hosts andto route packets along the network. In essence, data concentrators serveto switch a number of lightly used links onto a smaller number of moreheavily used links. They are often used in conjunction with, and aheadof, the packet switch.

In virtual circuit (VC) or connection-oriented transmission,packet-switched data transmission is accomplished via predeterminedend-to-end paths through the network, in which user packets associatedwith a great number of users share link and switch facilities as thepackets travel over the network. The packets may require storage atnodes between transmission links of the network until they may beforwarded along the respective outgoing link for the overall path. Inconnectionless transmission, another mode of packet-switched datatransmission, no initial connection is required for a data path throughthe network. In this mode, individual datagrams carrying a destinationaddress are routed through the network from source to destination viaintermediate nodes, and do not necessarily arrive in the order in whichthey were transmitted.

In a lookup step 1908, the telephonic communication over the hybridnetwork is limited bases on a user profile. Preferably the user profileis included in a rules database. By locating the user profile within therules database, the rules database can provide seamless cross-locationregistration without the need for duplicate databases located ondifferent networks. Using a rules database, a user utilizing theInternet in Europe can get the same telephony service as provided in theUnited States, as described above. Preferably the computer used tointerface with the Internet includes multimedia equipment such asspeakers and a microphone. Utilizing a multimedia equipped computerallows a user to use telephonic communication with little or nodisruption while interfacing with the Internet. Multimedia computerspeakers are used to receive the telephony audio from the network andthe microphone is used to transmit the telephony data to the network.

Data Mining

The present invention includes data mining capability that provides thecapability to analyze network management data looking for patterns andcorrelations across multiple dimensions. The system also constructsmodels of the behavior of the data in order to predict future growth orproblems and facilitate managing the network in a proactive, yetcost-effective manner.

A technique called data mining allows a user to search large databasesand to discover hidden patterns in that data. Data mining is thus theefficient discovery of valuable, non-obvious information from a largecollection of data and centers on the automated discovery of new factsand underlying relationships in the data. The term “data mining” comesfrom the idea that the raw material is the business data, and the datamining algorithm is the excavator, shifting through the vast quantitiesof raw data looking for the valuable nuggets of business information.

Because data can be stored in such a wide variety of formats and becausethe data values can have such a wide variety of meanings, data miningapplications have in the past been written to perform specific datamining operations, and there has been little or no reuse of code betweenapplication programs. Thus, each data mining application is written fromscratch, making the development process long and expensive. Although thenuggets of business information that a data mining application discoverscan be quite valuable, they are of little use if they are expensive anduntimely discovered. Returning to the mining analogy, even if gold isselling for $900 per ounce, nobody is interested in operating a goldmine if it takes two years and $901 per ounce to get it out of theground.

Accurate forecasting relies heavily upon the ability to analyze largeamounts of data. This task is extremely difficult because of the sheerquantity of data involved and the complexity of the analyses that mustbe performed. The problem is exacerbated by the fact that the data oftenresides in multiple databases, each database having different internalfile structures.

Rarely is the relevant information explicitly stored in the databases.Rather, the important information exists only in the hiddenrelationships among items in the databases. Recently, artificialintelligence techniques have been employed to assist users indiscovering these relationships and, in some cases, in automaticallydiscovering the relationships.

FIG. 20 is a flowchart showing a Data Mining Process 2000 in accordancewith a preferred embodiment of the present invention. The Data MiningProcess 2000 begins with an identifying step 2002. In step 2002, thesystem identifies patterns and correlations in the system data over thehybrid communication system. Preferably the system data is analyzedacross multiple dimensions to provide better future system behaviorprediction.

In a model building step 2004, the system builds a model of the networkbehavior based on the patterns and correlations identified in step 2002.Data mining is a process that uses specific techniques to find patternsin data, allowing a user to conduct a relatively broad search of largedatabases for relevant information that may not be explicitly stored inthe databases. Typically, a user initially specifies a search phrase orstrategy and the system then extracts patterns and relationscorresponding to that strategy from the stored data. Such a searchsystem permits searching across multiple databases. The extractedpatterns and relations can be: (1) used by the user, or data analyst, toform a prediction model; (2) used to refine an existing model; and/or(3) organized into a summary of the target database, as in predictingstep 2006.

In a predicting step 2006, the system predicts future behavior of thenetwork based on the model generated in step 2004. There are twoexisting forms of data mining: top-down; and bottom-up. Both forms areseparately available on existing systems. Top-down systems are alsoreferred to as “pattern validation,” “verification-driven data mining”and “confirmatory analysis.” This is a type of analysis that allows ananalyst to express a piece of knowledge, validate or validate thatknowledge, and obtain the reasons for the validation or invalidation.The validation step in a top-down analysis requires that data refutingthe knowledge as well as data supporting the knowledge be considered.Bottom-up systems are also referred to as “data exploration.” Bottom-upsystems discover knowledge, generally in the form of patterns, in data.

Finally, in a managing step 2008, the network is managed based on thefuture behavior of the network. Data mining involves the development oftools that analyze large databases to extract useful information fromthem. As an application of data mining, customer purchasing patterns maybe derived from a large customer transaction database by analyzing itstransaction records. Such purchasing habits can provide invaluablemarketing information. For example, retailers can create more effectivestore displays and more effective control inventory than otherwise wouldbe possible if they know consumer purchase patterns. As a furtherexample, catalog companies can conduct more effective mass mailings ifthey know that, given that a consumer has purchased a first item, thesame consumer can be expected, with some degree of probability, topurchase a particular second item within a defined time period after thefirst purchase.

Classification of the data records to extract useful information is anessential part of data mining. Of importance to the present invention isthe construction of a classifier, from records of known classes, for usein classifying other records whose classes are unknown. As generallyknown in the prior art, a classifier is generated from input data, alsocalled a training set, which consist of multiple records. Each record isidentified with a class label. The input data is analyzed to develop anaccurate description, or model, for each class of the records. Based onthe class descriptions, the classifier can then classify future records,referred to as test data, for which the class labels are unknown.

As an example, consider the case where a credit card company which has alarge database on its card holders and wants to develop a profile foreach customer class that will be used for accepting or rejecting futurecredit applicants. Assuming that the card holders have been divided intotwo classes, good and bad customers, based on their credit history. Theproblem can be solved using classification. First, a training setconsisting of customer data with the assigned classes are provided to aclassifier as input. The output from the classifier is a description ofeach class, i.e., good and bad, which then can be used to process futurecredit card applicants. Similar applications of classification are alsofound in other fields such as target marketing, medical diagnosis,treatment effectiveness, and store location search.

In data mining applications of classification, very large training setssuch as those having several million examples are common. Thus, it iscritical in these applications to have a classifier that scales well andcan handle training data of this magnitude. As an additional advantage,being able to classify large training data also leads to an improvementin the classification accuracy.

Another desirable characteristic for a data mining classifier is itsshort training time, i.e., the ability to construct the classdescriptions from the training set quickly. As a result, the methods ofthe invention are based on a decision-tree classifier. Decision treesare highly developed techniques for partitioning data samples into a setof covering decision rules. They are compact and have the additionaladvantage that they can be converted into simple classification rules.In addition, they can be easily converted into Structured Query language(SQL) statements used for accessing databases, and achieve comparable orbetter classification accuracy than other classification methods.

Another data mining classifier technique solves the memory constraintproblem and simultaneously improve execution time by partitioning thedata into subsets that fit in the memory and developing classifiers forthe subsets in parallel. The output of the classifiers are then combinedusing various algorithms to obtain the final classification. Thisapproach reduces running time significantly. Another method classifiesdata in batches.

While various embodiments have been described above, it should beunderstood that they have been presented by way of example only, and notlimitation. Thus, the breadth and scope of a preferred embodiment shouldnot be limited by any of the above described exemplary embodiments, butshould be defined only in accordance with the following claims and theirequivalents.

What is claimed is:
 1. A method for managing Quality of Service for acustomer in a hybrid network architecture, for allowing the monitoring,managing and reporting of Quality of Service as defined in a rulesdatabase and for allowing a customer service representative toproactively address network issues with customers, wherein the hybridnetwork is a combination circuit-switched packet-switched networkarchitecture, the method comprising: a) retrieving Quality of Servicedetails for a customer from a rules database server; b) receiving ahybrid network event, wherein said hybrid network event is selected fromthe group of events comprising: customer inquiries, required reports,completion notification, quality of service terms, service levelagreement terms, service problem data, quality data, network performancedata, and network configuration data; c) mapping the hybrid networkevent to a service offering of the hybrid network and to a customer ofthe hybrid network; d) determining a customer report to be generatedbased on the hybrid network event received and the Quality of Servicedetails retrieved; and e) generating the customer report based on thehybrid network event received and the Quality of Service detailsretrieved.
 2. A method as recited in claim 1, wherein the customerreport is a planning report.
 3. A method as recited in claim 1, whereinthe customer report is a service level violation report.
 4. A method asrecited in claim 1, wherein the customer report is a quality of serviceviolation report.
 5. A method as recited in claim 1, wherein thereceived event includes service problem data.
 6. A method as recited inclaim 1, wherein the received event includes quality of service terms.7. A method as recited in claim 1, wherein the received event includescustomer inquiry.
 8. A system for managing Quality of Service for acustomer in a hybrid network architecture, for allowing the monitoring,managing and reporting of Quality of Service as defined in a rulesdatabase and for allowing a customer service representative toproactively address network issues with customers, wherein the hybridnetwork is a combination circuit-switched packet-switched networkarchitecture, the method comprising: a) logic that when executed by aprocessor retrieves Quality of Service details for a customer from arules database server; b) logic that when executed by a processorreceives a hybrid network event, wherein said hybrid network event isselected from the group of events comprising: customer inquiries,required reports, completion notification, quality of service terms,service level agreement terms, service problem data, quality data,network performance data, and network configuration data; c) logic thatwhen executed by a processor maps the hybrid network event to a serviceoffering of the hybrid network and to a customer of the hybrid network;d) logic that when executed by a processor determines a customer reportto be generated based on the hybrid network event received and theQuality of Service details retrieved; and e) logic that when executed bya processor generates the customer report based on the hybrid networkevent received and the Quality of Service details retrieved.
 9. A systemas recited in claim 1, wherein the customer report is a planning report.10. A system as recited in claim 1, wherein the customer report is aservice level violation report.
 11. A system as recited in claim 1,wherein the customer report is a quality of service violation report.12. A system as recited in claim 1, wherein the received event includesservice problem data.
 13. A system as recited in claim 1, wherein thereceived event includes quality of service terms.
 14. A system asrecited in claim 1, wherein the received event includes customerinquiry.
 15. A computer program embodied on a computer readable mediumstored on a computer that when executed code segments instruct thecomputer for managing Quality of Service for a customer in a hybridnetwork architecture, for allowing the monitoring, managing andreporting of Quality of Service as defined in a rules database and forallowing a customer service representative to proactively addressnetwork issues with customers, wherein the hybrid network is acombination circuit-switched packet-switched network architecture, themethod comprising: a) a code segment that retrieves Quality of Servicedetails for a customer from a rules database server; b) a code segmentthat receives a hybrid network event, wherein said hybrid network eventis selected from the group of events comprising: customer inquiries,required reports, completion notification, quality of service terms,service level agreement terms, service problem data, quality data,network performance data, and network configuration data; c) a codesegment that maps the hybrid network event to a service offering of thehybrid network and to a customer of the hybrid network; d) a codesegment that determines a customer report to be generated based on thehybrid network event received and the Quality of Service detailsretrieved; and e) a code segment that generates the customer reportbased on the hybrid network event received and the Quality of Servicedetails retrieved.
 16. A computer program as recited in claim 1, whereinthe customer report is a planning report.
 17. A computer program asrecited in claim 1, wherein the customer report is a service levelviolation report.
 18. A computer program as recited in claim 1, whereinthe customer report is a quality of service violation report.
 19. Acomputer program as recited in claim 1, wherein the received eventincludes service problem data.
 20. A computer program as recited inclaim 1, wherein the received event includes quality of service terms.21. A computer program as recited in claim 1, wherein the received eventincludes customer inquiry.